Service Delivery Manager

The role ensures that projects and service requests are delivered safely to agreed scope, quality, timelines and cost; that customers receive responsive and consistent support; and that service performance, team capability, operational risks and continuous improvement are actively managed. The Manager works closely with Sales, Commercial, Finance, suppliers and customers to support retention, service quality and sustainable business growth. The Manager also ensures that ICL’s strategies are translated into operational plans, and monitors competitors, market and technology trends in support of the company’s goals and objectives.

What you'll do

• Lead the heads of our three business lines and the Service Desk
• Deliver implementation projects on scope, on time and on budget, from handover to customer sign-off
• Set delivery standards, SLAs and escalation paths, and keep service performance on track
• Drive customer satisfaction through service reviews, complaint resolution and continuous improvement
• Manage budgets, suppliers, stock and monthly reporting
• Turn ICL's strategy into an operational plan and spot new technology and market opportunities

What you'll bring

• Degree or diploma in IT, Electronics, Engineering, Automation, Telecommunications, Operations Management or a related field
• 5+ years in technical implementation, service delivery, support or operations (ideally ICT), including 3+ years leading teams
• Knowledge of service management (e.g. ITIL), project controls, and telematics, retail or building automation solutions
• Strong leadership, planning and problem-solving skills
• Fluent English and French
• Willingness to travel to customer sites; a driving license may be required

An MBA, or PMP, PRINCE2 or ITIL certification, is a plus.

Why join ICL

• A senior role with a direct line to the Managing Director
• Varied, hands-on work with modern technology solutions
• Training and Development
• An attractive package in line with your experience