Societe Generale seeks a Service Delivery Manager Logistics and Proximity Support with French to join our Global Technology Services/Digital Workplace Services team. You will be responsible for ensuring compliance with Service Level Agreements for the NOVA Laptop service offering, managing the laptop asset lifecycle for the Retail network across mainland France and Corsica, and acting as a key liaison with external service providers.
What You'll Do
- Ensure adherence to contractual and service commitments for the NOVA Laptop offering by measuring performance through KPIs and PIs.
- Manage service providers responsible for day+1 laptop delivery, monitor returned laptop stock, and ensure data accuracy in asset repositories.
- Create SLA monitoring reports, daily communications, and strategic reports for USU Management and SG IT.
- Prepare materials for weekly governance meetings, Steering Committees, and Project Committees with providers and clients.
- Monitor request backlog quality, processing time, and aging.
- Structure service activity by creating and maintaining procedures for all actions under your responsibility.
- Implement, update, and optimize internal processes and those involving service provider interactions.
- Drive continuous improvement of services and ITIL processes.
- Manage escalations and user inquiries via multiple channels including Teams, email, and phone.
- Monitor the laptop fleet, including obsolescence management.
- Serve as the single point of contact for SG tool evolution needs (Unity, MDW), drafting requirement specifications, following development, performing UAT, and ensuring on-time delivery.
- Validate monthly billing from providers for NOVA Laptop and Maintenance activities, ensuring alignment with the annual budget.
- Monitor budgets and calculate budget forecasts.
- Manage CSAT by calculating and monitoring customer satisfaction from automated survey results.
- Track laptop movements between maintenance providers and validate corresponding billing.
- Handle Whitelist requests for agency network website access.
- Manage equipment procurement requests submitted by agencies.
What We're Looking For
- Fluent in English and French.
- Good understanding of project management principles.
- Good knowledge of reporting tools and ITSM.
- Good understanding of IT security concepts and ITIL.
- Familiar with AGILE methodology.
- Advanced proficiency in Microsoft Excel, Power BI, and Tableau.
- Good knowledge of Microsoft products: Teams, Skype, Sharepoint, Intune.
- Strong communication skills.
- Autonomous and rigorous working style with strong attention to detail.
Technical Stack
- Microsoft Excel
- Power BI
- Tableau
- Microsoft Teams
- Skype
- Sharepoint
- Intune
- ITSM tools
Team & Environment
This role is part of the Global Technology Services (GTS) / Digital Workplace Services (DWS) teams.
Benefits & Compensation
- Competitive compensation & remuneration, including an annual performance bonus.
- Preventive healthcare plan, and group health & life insurance.
- A wide range of flexible benefits within a monthly budget.
- Office perks, wellbeing and mental health programs.
- Various social benefits and bonuses for personal or family events.
- 9 AM to 5 PM work program and a flexible (hybrid) work environment.
- Additional paid and unpaid time off, including Sabbatical leave.
- Learning and growth opportunities based on individual development and career plans.
- Unlimited access to various eLearning resources.
Work Mode
This role offers a hybrid work arrangement and is based in Bucuresti, Romania.
Societe Generale is an equal opportunities employer and we are proud to make diversity a strength for our company. We are committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.
