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Information Services Group
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IT SDM with French language Proficiency

IT SDM with French language Proficiency

Information Services Group

10 years

0 Lacs

Bengaluru Karnataka

Posted:2 weeks ago| Platform: SimplyHired logo

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Skills Required

English Master's degree MBA Communication skills

Work Mode

On-site

Job Type

Full Time

Job Description

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.
The ideal candidate will have a solid understanding of IT service delivery processes and possess the ability to build and maintain strong client relationships.

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.

Ideal candidate would be expected to have a good understanding of technology in Systems.
Should have very strong written and oral communication skills in English

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.

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