Service Delivery Manager | Technopolis Sala Al Jadida (Morocco)

Company culture :

Econocom Morocco operates within a culture primarily focused on collaboration, placing people, trust and quality relationships at the core of its operations. A close management approach encourages guidance, empowerment and skills development within cohesive teams. This dynamic is reinforced by a competitive dimension, supporting ambition, performance and results orientation. It is also grounded in a structured organizational culture ensuring process rigor and reliability, while integrating an innovation component that promotes adaptability and initiative.

Job :

Join a leading company in the IT sector and contribute to its success as a Service Delivery Manager. Based in Technopolis Sala Al Jadida, you will play a central role in the operational excellence of our services.

As part of strengthening our teams, we are looking for a Service Delivery Manager to lead the Run activities for a strategic account. This cross-functional role ensures the coordination and performance of all operated services (Service Desk, Infrastructure, Active Directory, Security, Monitoring, and Microsoft 365), while guaranteeing customer satisfaction, adherence to service commitments, and continuous improvement.
Responsibilities

The main missions of the Service Delivery Manager are:

Cross-functional Service Management

• Ensure the operational management and coordination of the different service towers.
• Guarantee the consistency and overall performance of operations across the entire scope.

Performance Monitoring

• Manage KPIs, SLAs, and associated action plans.
• Analyze trends, identify risks, and implement necessary corrective actions.

Operational Governance Facilitation

• Organize and lead operational committees with the client and internal stakeholders.
• Ensure consolidated reporting on performance, risks, and improvement plans.

Major Incident and Escalation Management

• Coordinate the resolution of critical incidents and complex situations.
• Ensure proactive and transparent communication with the client.

Team Coordination

• Ensure alignment between different technical and functional teams.
• Facilitate collaboration between different service areas to ensure optimal service quality.

Continuous Improvement

• Identify and manage initiatives for service optimization, automation, and transformation.
• Contribute to improving the user experience and process evolution.
  

Required profile :

With proven experience of 5 to 10 years in similar roles, you have developed recognized expertise in IT service management. You know how to navigate complex, client-oriented environments.

To succeed in this position, it is essential to have excellent leadership skills, a sharp analytical capacity, and a strong customer focus. Proficiency in project management methodologies and ITIL is also a major asset. Risk management and the ability to solve complex problems will also be valuable.

• Proven experience in managing complex, multi-domain managed services.
• Good command of ITIL processes and Service Management practices.
• Experience in managing multiple service towers and critical production environments.
• Excellent interpersonal skills and ability to interact with stakeholders at operational and decision-making levels.
• Recognized leadership, cross-functional coordination skills, and strong results orientation.
• Service-oriented, analytical mind, and ability to manage demanding environments.
• Excellent communication and client relationship skills, with the ability to interact effectively with stakeholders at all levels.
• Perfect command of French and English (spoken and written)
  

If you see yourself in this description and wish to take on this new challenge, do not hesitate to apply and join our dynamic teams.