Senior Service Delivery Specialist
Uni Systems · Strasbourg
At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a professional Senior Service Delivery Specialist to join our UniQue Strasbourg - France.
What will you be bringing to the team?
- Coordinate the day-to-day delivery of live services, ensuring compliance with agreed SLAs and contractual obligations.
- Support Incident Management activities, ensuring issues are investigated, prioritized, and resolved promptly while minimizing operational risk.
- Coordinate internal and external teams to drive effective incident resolution and maintain service quality.
- Build and maintain strong relationships with operational stakeholders to ensure consistent service delivery against SLA commitments.
- Produce and maintain accurate operational and incident reports, including detailed incident documentation.
- Monitor and maintain service quality throughout the service delivery lifecycle.
- Collect, analyze, and report performance metrics and KPIs to identify trends and drive continuous service improvement.
- Support the transition of projects and new services into Business-as-Usual (BAU) operations.
- Assist in coordinating Problem Management and Release Management activities to ensure effective service governance.
- Facilitate problem resolution by coordinating with support teams, vendors, suppliers, customers, and other stakeholders while removing delivery roadblocks.
- Maintain high-quality Known Error Records and ensure the accuracy of the Knowledge Management Database.
- Work closely with Contract Managers to ensure timely problem resolution and fulfillment of contractual requirements.
- Engage Supplier Management teams when vendor support or escalation is required.
- Conduct Post-Resolution Reviews (PRRs) for critical incidents and problems, ensuring follow-up actions are tracked and completed.
- Monitor, report, and ensure achievement of Problem Management KPIs and service targets.
- Manage and resolve escalations received from Problem Coordinators in a timely and effective manner.
Requirements
What do you need to succeed in this position?
- Minimum 4 years of relevant education (Master's degree or equivalent) after secondary school.
- Minimum 4 years of professional experience in the domain.
- Minimum 2 years of experience in: Change Management, Incident Management, Problem Management, Project Management.
- ITIL / ITIL v3 Foundation Certification.
- Strong people management and communication skills.
- Good planning and time management skills.
- Proven ability to communicate effectively with different levels of an organization, including senior management.
- Strong influencing and relationship management skills.
- Excellent ability to manage multiple high-priority tasks and adapt to changing requirements, schedules, and priorities.
- Self-driven and resourceful, with the ability to work both independently and as part of a team.
- Advanced knowledge of: Microsoft Project, Microsoft Excel, Microsoft Visio.
At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.