IT Support Service Delivery Manager with French

Societe Generale Global Solution Centre (SG GSC) acts as a business solutions center for Société Générale, one of the largest European financial groups. We provide high quality professional services in over 35 countries in various business areas - Finance & Accounting, HR, IT and Corporate Operations. Our mission is to be a partner of choice, valued for owning, transforming and innovating with best-in-class talent. IT Filiere is part of the Centre and comprises four Perimeters: Retail Banking, Security and Infrastructure, Internal Support Applications and Investment Banking,  with a total of more than 800 IT professionals.

Within the Société Générale Group, you will join Global Technology Services (GTE), which is the IT entity in charge of infrastructure and its Digital Workplace Services teams, whose mission is to provide the Group's employees with their Digital Workplace.

Digital Workplace brings together all the services and tools of the work environment: the personal workstation of course, but also the smartphone, the corporate social network, communication and collaborative tools such as messaging, Teams, SharePoint, etc.

Its main roles: Provide the Group's business units with secure infrastructure services, according to service offerings, service levels, and costs tailored to the needs of its internal clients, such as business application hosting, workstations, collaborative services, network, and telephony.

RESPONSIBILITIES:

The IT Support Service Delivery Manager is responsible for managing Level 1 and Level 2 IT support services across France and the EMEA region.

The role ensures the quality, continuity, and continuous improvement of IT support services (L1 & L2) by overseeing day-to-day operations, maintaining user satisfaction, and ensuring compliance with agreed SLAs and OLAs.

The SDM acts as the primary point of contact between business stakeholders, IT teams, and service partners, including managed service providers and internal technical teams.

 In this role, your main responsibilities will include:

 1. Service Delivery Management (Run)

• Oversee L1 Service Desk and L2 technical support teams, both internal and external.
• Ensure compliance with SLAs and OLAs, including response and resolution times, First Call Resolution (FCR), and backlog management.
• Lead regular operational service reviews with the support and operational teams.
• Manage customer and user escalations related to production or service issues attributable to the support service.

 2. Continuous Improvement & Service Quality

• Conduct monthly and quarterly service reviews, covering KPIs, risks, issues, and action plans.
• Drive the evolution and improvement of the support services delivered to users.
• Strengthen service resilience by monitoring the privileged access and tools used by the managed service provider.
• Contribute to Workplace transformation and evolution projects as the representative of L1 and L2 support services.

 3. Customer Relationship & Governance

• Act as the support interface for business units, sites, and subsidiaries, ensuring effective communication, prioritization, and alignment with the support roadmap.
• Lead regular customer governance meetings to communicate service performance, results, risks, and ongoing improvements.
• Manage the governance relationship with the managed service provider.

 4. Operational & Budget Management

• Manage and coordinate the provisioning of access rights to the managed service provider within the company's information system.
• Monitor support costs and contribute to the preparation and development of budgets.
• Prepare executive-level reporting, including dashboards, trends, risks, recommendations, and operational performance analysis.

•         Fluent in French and English;

•         Good understanding of project management (Internal project management);

•         Service Management Expertise;

•         Client Relationship Management;

•         Good knowledge of reporting tools and ITSM  ;

•         Good understanding of IT security concepts and ITIL;

•         Advanced proficiency in Microsoft Excel / Power BI / Tableau

•         Good knowledge of Microsoft products: Teams, Skype, Sharepoint, Intune, etc;

•         Communication skills;

•         Autonomous;

•         Rigorous ;

•         Attention to details;

Here, you will find a flexible workplace and culture, autonomy, constant learning opportunities, dynamism, and talented people, making this experience a real career accelerator. You will also discover all the diversity of our businesses, in a sector that is constantly evolving and innovating.

Plus, you will enjoy all our benefits:

• competitive compensation & remuneration, including annual performance bonus; 
• preventive healthcare plan, and group health & life insurance; 
• wide range of flexible benefits within a monthly budget; 
• office perks, wellbeing and mental health programs; 
• various social benefits and bonuses for personal or family events; 
• 9-to-5 workday & flexible working environment (Hybrid/Remote in romania)
• additional paid and unpaid time off, including Sabbatical leave; 
• learning and growth opportunities based on individual development and career plans; 
• unlimited access to various eLearning resources. 

We are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious. Whether you’re joining us for a period of months, years, or your entire career, together we can have a positive impact on the future. Creating, daring, innovating, and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful daily and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

We are an equal opportunities employer, and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organization, or any other characteristic that could be subject to discrimination.