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Service Manager

Posted on Mar 19, 2020 by Berkeley Square IT Ltd

Strasbourg, Bas-Rhin, France
Immediate Start
Annual Salary

Service Manager

Strasbourg, France

€290 per day

12-month ongoing contract

My Client are a globally leading organization and are looking an English-speaking Service Manager to join their ongoing project in France. You will be integrated into the team where you will work closely with the IT team on site.

Your tasks:

Coordination of the day to day delivery of all live service elements in accordance with agreed SLAs and contractual requirements

Contribution to incident management; coordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimising risk

Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs)

Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting

Ensuring quality is maintained throughout the service delivery process

Developing a good understanding of the Agency's services operations and functional processes

Gathering and reporting of detailed performance data against key indicators to generate actionable improvements to the quality of services offered

Assisting in support models and managing transition of projects and new services into the business as usual model

Assisting in coordination of Problem and Release management activities to ensure effective service management

Assisting in coordination of problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks

Ensuring quality of Known Error records and the Knowledge Database

Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfilment and involves Supplier Management when necessary

Conduction of Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager

Ensuring that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met

Taking Escalations from Problem Coordinator and handling them accordingly.


Minimum 4 years of relevant education (master or equivalent)

Minimum 6 years of experience in enterprise level IT environments.

Minimum 3 years of Change/Incident/Problem Management or Project Management experience.

ITIL/ITIL V3 Foundation Certification

People-management skills coupled with strong communication skills

Good planning skills that go along with proper time management.

Problem-solving skills.

Proven communication skills with multiple levels of an organization, including interaction with senior management.

Strong influencing and relationship management skills.

Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.

Self-driven and resourceful to achieve goals independently as well as work well in groups.

High level of IT literacy - MS Office (Word, Excel, PowerPoint).

Very good command of the English Language (both spoken and written).

This is an opportunity to work for an exciting and dynamic Company working on a long-term major project in an international, multilingual environment where you can add real presence to the team whilst the role offers a fantastic package

Interviews being held very quickly, so if you are interested - apply or send your CV

Reference: 866424659

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