Service Delivery Manager - Digital Workplace

Suez International

3. Main Missions

A. Contract management and performance

• Manage the execution of Digital Workplace supplier contracts.
• Manage SLA/SLO commitments, analyze penalties, propose improvement plans.
• Ensure financial monitoring: unit cost, variances, optimization.
• R target the SLAs and contractual deliverables (RACI, PAS, PAQ).

B. Governance & Rational Operational Management

• Prepare and facilitate COMOP, COPIL, COSTRAT.
• Produce quality, availability, and major incident reports.
• Monitor projects impacting RUN; ensure RUN/BUILD consistency.
• Manage escalations and coordinate the response to crises (incidents, requests, changes).

C.D. Development of the nearshore IT Hub Morocco model (new section added: strategic transformation)

• Co-designing the Target Operating Model DWP with France.
• Structuring the skills development of Moroccan teams:
• training path,
• acculturation M365 / Copilot,
• coaching RUN.
• Supervise the quality of nearshore delivery and its alignment with standards.
• To support the gradual transfer of operational activities to Morocco.
• Guaranteeing continuity of service France Morocco.

D. Industrialisation & standardisation

• Implement DWP standards: Knowledge Management, M365, Endpoint, IAM.
• Reduce local deviations and improve delivery consistency.
• Participate in the Lean plan to simplify workflows / tools (IT4US, eBonding).

E. Modern Workplace, AI & User Experience

• Contribute to the operational monitoring of AI/Copilot services.
• Identify digital irritants and manage their reduction.
• Cooperate with the French adoption teams for the M365 / Copilot installation in use.
• Measure NPS, CSAT, resolution speed, perceived experience.

F. Am lioration continue

• Propose, manage and monitor internal/external improvement plans.
• Industrialize and automate DWP processes.
• Ensure technological monitoring (support tools, ITSM, AI, monitoring).

4. Required skills

Techniques

• Mastery of ITIL processes and ITSM (ServiceNow required).
• Knowledge of M365, IAM, Endpoint, IT4US/eBonding.
• Skills in contract management and SLA management.