The Service Delivery Manager (SDM), also known as the Project Delivery Manager, is responsible for the quality and continuity of services. They ensure that contractual commitments (SLAs) are met and that customer expectations are satisfied. They act as the main point of contact between the company and its customers. He or she supervises the management of incidents and changes, and the coordination of teams.
Drawing on their project management, communication and leadership skills, SDMs optimise processes to ensure the profitability of services. They anticipate customer needs and adapt to the specific features of each project.
This profession belongs to the field of project management.
In short, his role is to act as a triangulator between customers, technical teams and management. He/she analyses customer expectations, translates them into objectives for the technical teams and informs management of the results obtained.
Candidates generally have a 5-year degree in IT, information systems management, management, cybersecurity or marketing. Specialisation in project management is appreciated.
Professional certifications are valued:
In addition, an excellent command of English is required, as we frequently work with international clients.
The job of SDM can offer opportunities for internal and external career development. Thanks to the experience gained in service management, customer relations and team coordination, an SDM can progress to management positions such as Director of Operations (COO) or Director of Services (CIO).
Depending on their skills and the needs of the company, SDMs may go on to occupy positions such as Technical Coordinator, IT Project Manager or Quality Manager. If they are looking for a more technical career, they may move into positions such as ITIL Consultant, IT Trainer or IT Process Auditor.