Service Delivery Manager - Rabat

Company :

Join Cnexia and choose to be part of a project that values innovation, promotes continuous skill development, and offers creative and ambitious high-tech professionals the opportunity to achieve their career goals. Proud of our status as the exclusive Moroccan subsidiary of Canada's historic telecom operator, we have been constantly expanding our teams since 2021 with over 1300 employees mainly based in Fes. We have just extended our activities to the northern part of the kingdom by opening a new site in Rabat to continue our growth, with the goal of more than doubling our workforce by 2024. At Cnexia, we do more than support the clients of our global network and the users of our various services. We develop innovative solutions and continuously create original multiplatform media content. Through this, we revolutionize every day the way Canadians communicate over the web and interact through mobile applications by offering them an improved experience. If you are ready to take on this challenge, we invite you to join a community that values bold ideas and gives you multiple opportunities for career fulfillment in a world-class multicultural environment! "At Cnexia, we offer equal opportunities to all, without distinction of race, color, origin, religion, sex, nationality, age, citizenship, marital status, or disability."

Company culture :

Cnexia is driven by a culture strongly focused on performance and competitiveness, where ambition, challenge and customer orientation are key drivers of success. This dynamic is complemented by a collaborative dimension, promoting trust, teamwork and close managerial support. It also integrates an innovation component that encourages initiative, adaptability and experimentation. Finally, a structured organizational culture underpins the whole by ensuring process rigor, reliability and operational efficiency.

Job :

• Interface with Executives, IT Management, and End Users to define business, financial, and operational requirements.
• Develop standards and best practices for use across multiple projects.
• Lead definition of scope and objectives for new and requested projects, involving all relevant stakeholders and ensuring technical feasibility.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Ensure projects are delivered on-time, within scope, and within budget using Project Management deliverables such as project plans, project budgets, status reports, and risk/issue logs.
• Report and escalate to IT management and the IT Steering Committee as needed.
• Effectively manage, document, and communicate project risk.
• Manage project documentation, agreements, and contracts.
• Collaborating with technical design teams to set standards for software, hardware, and security.

Required profile :

Job Offer Description

• Interface with Executives, IT Management, and End Users to define business, financial, and operational requirements.
• Develop standards and best practices for use across multiple projects.
• Lead definition of scope and objectives for new and requested projects, involving all relevant stakeholders and ensuring technical feasibility.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Ensure projects are delivered on-time, within scope, and within budget using Project Management deliverables such as project plans, project budgets, status reports, and risk/issue logs.
• Report and escalate to IT management and the IT Steering Committee as needed.
• Effectively manage, document, and communicate project risk.
• Manage project documentation, agreements, and contracts.
• Collaborating with technical design teams to set standards for software, hardware, and security.

Required Skills and Experience

• University Degree in Software/ Computer Engineering (Bac+4) or equivalent combination of education and work experience.
• At least 3 years of related experience in Service Delivery Management.
• Good computer skills and the ability to use business support software.
• Strong customer service, project management, and quality control skills.
• Resource planning skills
• Strong project and vendor management skills
• Experience with cloud migrations and management preferred, but not required
• Excellent communication, research, analytic, project management, and documentation skills
• Ability to handle multiple, concurrent, projects; manage vendors effectively and be responsive to users and IT staff in a timely manner.

Head office address :

Unité B1, Parc Fès Shore, Route de Sidi Harazem (9 108,11 km)

Desired personality traits :

Need for autonomy Need for reflection Ambition Involvement at work Search for new things / novelty