DELL
- Service Delivery Manager
MONTPELLIER
2009 - maintenant
For a very large insurance company ( international top 3 ), I run the largest country ( France ) of a global outsourcing contract.
Scope : 40 000 workstations
Service Desk level 1 and 2
Software and Harware support
Service request management and additional projects
Approx 260 technicians are working on this account following the ITIL guidelines.
I am ITIL V2 and V3 certified.
As Service Delivery Manager, I act to :
* Deliver the service as defined in the contract in term of SLA and budget,
* Manage the costs and the margin of the contract : improve the margin by reducing/avoiding the costs,
* Manage partners / subcontractors,
* Manage customer/partners escalations,
* Manage customer’s requests for change,
* Manage financial part of the contract (quote, orders, …),
* Improve the processes (B.P.I.),
* Manage and improve the performance (SLA),
* Act as “sales manager” to create new opportunities in the customer environment.
