IT Sdm with French Language Proficiency

**Position/ Job Title**:IT SDM with French language Proficiency**

**Job Description for the Position**:

- We are seeking an experienced **IT Service Delivery Manager who is fluent in French** to act as the primary point of contact for our clients in French-speaking regions related to deliverables.
- In this critical role, you will be responsible for all client communications and ensuring that their needs are met effectively and efficiently.

**Experience**:

- ** 10+ years’** experience, with at least **8+ years** in IT Outsourcing and Services.
- ** Fluent in French (written and spoken) with excellent communication skills;**

**B2 certification or above is preferred.**
- Should have very strong written and oral communication skills in English Ability to work independently with little day to day support - self starters

**Responsibilities**:
**IT Services Management**:

- Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
- Possess experience in working closely with teams to align service strategies with production goals.
- Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
- Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
- Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
- Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Good experience in allocation of resources effectively to meet service demands.
- Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
- Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
- Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
- Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
- Own the KPIs agreed in the contract.
- Make recommendations on strategies in respect of various technologies.
- Provide the periodical reports and other ad-hoc reports as per the contract to the customer
- Maintaining disaster recovery and business continuity processes for the customer
- Build long-term relationship with the customer
- Deliver continual improvement in service measures and KPIs
- P&L responsibility, Automation in service delivery, Resource management
- Value add to customer-YOY by working closely with the in consultation with CoE
- Overall SLA management - Operation interaction with technologies Lead / Service Owner
- Overall Customer Satisfaction & Employee satisfaction

**Team Management**:

- Motivation of individuals and building team working
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Development of technical and personal skills for team members
- Address suitable career development of staff

**Personal Management**:

- Demonstrate personal commitment to excellence.
- Work toward continual improvements within the account and recommend improvements in the process.
- This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members
- Awareness of other companies’ IT functions, especially in the financial sector
- Deal effectively with outside contacts / vendors
- Avoid unnecessary conflicts and should know how to escalate issues
- Should be able to adjust to people, culture, policies and situations
- Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
- Will participate in monthly reviews and governance meetings, coordinate QA, and Audit.

**Education**:

- Education - Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification
- ** Fluent in French (written and spoken) with excellent communication skills;**

**B2 certification or above is preferred.