Service Delivery Manager H/F

Service Delivery Manager responsible for operational oversight and continuous improvement of technical assistance delivery within a service center. Key duties include leading daily synchronization with the Service Center, supervising incoming requests and flow management with the provider, acting as the primary point of contact during crises or major incidents, leading weekly incident committees and monthly Shiftleft reviews, analyzing incoming traffic typology and volume to anticipate issues, tracking performance KPIs (resolution rate, escalations, quality of handling), contributing to process improvements, participating in technical committees, coordinating actions with support teams, and producing process documentation and post-incident analyses (RCA). Requires proven ability to manage incidents and service-center operations, strong analytical and reporting skills, knowledge of ITSM tools (notably ServiceNow), familiarity with endpoint/workstation environments, and ITIL process understanding. Attributes emphasized include rigor, autonomy, organizational mindset, communication, crisis management, teamwork, and user-service orientation. Location: Lyon, France; Contract: CDI; 2 days of remote work per week (hybrid). Salary: 45,000€ - 50,000€ brut annuel (informational).