Service Delivery Manager Logistics and Proximity Support with French

Within the Société Générale Group, you will join Global Technology Services (GTS), 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.

The Service Delivery Manager is responsible for ensuring compliance with the Service Level Agreements (SLA) for the NOVA Laptop service offering within the GTS/DWS teams. They monitor the performance of the service on a daily basis and manage all external stakeholders involved (service providers).

The NOVA Laptop / Maintenance service consists of managing laptop assets and Workplace Agency equipment for the Retail scope (Agency Network across mainland France and Corsica).

RESPONSIBILITIES:

• Ensure adherence to contractual commitments and service commitments for the NOVA Laptop offering for all Retail network users (Service Centers and Customer Relations Centers included), mainly through performance measurement (KPI/PI), existing or newly implemented.
• Manage SG providers responsible for:
  • Day+1 laptop delivery to agencies for new joiners and incident-related replacements.
  • Monitoring laptop stock returned.
  • Ensuring asset data accuracy in Retail asset repositories (Provider tools & SG tools).
• Create various reports (SLA monitoring, daily communication on request processing times/volumes by the provider). Produce strategic reports for USU Management and SG IT.
• Prepare presentation materials for weekly governance and activity follow‑up meetings (Steering Committees, Project Committees) with providers and/or clients of the NOVA Laptop / Maintenance service.
• Monitor the request backlog (processing quality, processing time, backlog aging).
• Structure service activity through creation and maintenance of procedures for all actions under the Service’s responsibility.
• Implement, update, and optimize internal processes and processes involving interactions with service providers.
• Drive continuous improvement of services and ITIL processes.
• Manage escalations and user/client inquiries (multi‑channel: Teams, email, phone).
• Monitor the laptop fleet (obsolescence management).
• Serve as the single point of contact for SG tool evolution needs (Unity, MDW). Draft requirement specifications in English for SG development teams (France and India), follow development progress, perform UAT testing, and ensure on-time production delivery.
• Validate monthly billing for NOVA Laptop / Maintenance activities issued by providers, ensuring alignment with the annual budget.
• Monitor budgets and calculate budget forecasts.
• Manage CSAT: calculate and monitor customer satisfaction from automated survey results sent to users who initiated a NOVA request, including automation via ITSM tools.
• Track laptop movements between the two current maintenance providers and validate corresponding billing.
• Handle Whitelist requests (website access opening) for the agency network.
• Manage equipment procurement requests submitted by agencies.

•         Fluent in English and French;

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

•         Good knowledge of reporting tools and ITSM  ;

•         Good understanding of IT security concepts and ITIL;

•         Familliar with AGILE methodology

•         Advanced proficiency in Microsoft Excel / Power BI / Tableau

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

•         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 AM to 5 PM work program and flexible (hybrid) work environment; 
• 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?  

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.

  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 organisation, or any other characteristic that could be subject to discrimination.