Senior Service Delivery Specialist

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a professional Senior Service Delivery Specialist to join our UniQue Strasbourg - France.

What will you be bringing to the team?

• Coordinate the day-to-day delivery of live services, ensuring compliance with agreed SLAs and contractual obligations.
• Support Incident Management activities, ensuring issues are investigated, prioritized, and resolved promptly while minimizing operational risk.
• Coordinate internal and external teams to drive effective incident resolution and maintain service quality.
• Build and maintain strong relationships with operational stakeholders to ensure consistent service delivery against SLA commitments.
• Produce and maintain accurate operational and incident reports, including detailed incident documentation.
• Monitor and maintain service quality throughout the service delivery lifecycle.
• Collect, analyze, and report performance metrics and KPIs to identify trends and drive continuous service improvement.
• Support the transition of projects and new services into Business-as-Usual (BAU) operations.
• Assist in coordinating Problem Management and Release Management activities to ensure effective service governance.
• Facilitate problem resolution by coordinating with support teams, vendors, suppliers, customers, and other stakeholders while removing delivery roadblocks.
• Maintain high-quality Known Error Records and ensure the accuracy of the Knowledge Management Database.
• Work closely with Contract Managers to ensure timely problem resolution and fulfillment of contractual requirements.
• Engage Supplier Management teams when vendor support or escalation is required.
• Conduct Post-Resolution Reviews (PRRs) for critical incidents and problems, ensuring follow-up actions are tracked and completed.
• Monitor, report, and ensure achievement of Problem Management KPIs and service targets.
• Manage and resolve escalations received from Problem Coordinators in a timely and effective manner.

Requirements

What do you need to succeed in this position?

• Minimum 4 years of relevant education (Master's degree or equivalent) after secondary school.
• Minimum 4 years of professional experience in the domain.
• Minimum 2 years of experience in: Change Management, Incident Management, Problem Management, Project Management.
• ITIL / ITIL v3 Foundation Certification.

• Strong people management and communication skills.
• Good planning and time management skills.
• Proven ability to communicate effectively with different levels of an organization, including senior management.
• Strong influencing and relationship management skills.