Service Delivery Manager (M/F)

As part of the development of our activities with one of our major clients, a leading international multi-brand player in the luxury sector, we are looking for a Service Manager based in Switzerland (Canton of Geneva or Vaud).

The Service Manager (SM) ensures a transverse vision of the account's activities: alongside the "Global Account Manager (GAM)", they are the interface between the client and the Delivery teams. They operate under dual reporting: to their operational manager for activities related to production, and to the GAM for client satisfaction and account development activities.

Their mission: to guarantee client satisfaction and delivery quality, ensure the operational and economic management of services, and contribute to the development of the account.

Main responsibilities:

1. Client relationship & governance (under the responsibility of the GAM)

• Be a privileged point of contact for the client on operational aspects and develop a relationship of trust with their various interlocutors.
• Understand their challenges, priorities, and expectations.
• Organize and facilitate governance and monitoring meetings.
• Produce and present consolidated reports.
• Monitor client satisfaction, commitments, action plans, and any potential escalations.
• Contribute to proposals and the evolution of systems.

2. Account development: (under the responsibility of the GAM)

• Identify new needs and opportunities.
• Take charge of and manage the various AVV of the account
• Be proactive in organizing the presentation and push of the group's offers.

1. Delivery & coordination (Under the responsibility of the Operational manager)

• Have a global vision of the services and ensure their proper execution.
• Ensure compliance with commitments regarding quality, deadlines, and capacity.
• Coordinate and challenge delivery managers when necessary.
• Identify and anticipate risks and ensure the implementation of action plans.
• Facilitate collaboration between the client and the various local and international teams.
• Anticipate staffing, capacity, and skills needs.

1. Economic management (Under the responsibility of the Operational manager)

• Ensure the monitoring of orders, consumption, capacities, and forecast elements.
• Manage and secure billing.
• Monitor the economic performance and profitability of services.
• Guarantee consistency between the services performed, client commitments, and billing.

We are looking for:

• Proven experience in IT services as a Service Manager, Delivery Manager, Engagement Manager, or Project Director.
• Excellent ability to manage a client relationship in a demanding and international environment.
• Solid delivery culture and experience in environments involving distributed / nearshore teams.
• Good mastery of the operational and financial management of IT services.
• Ability to simultaneously manage client, delivery, staffing, and finance dimensions.
• Ability to identify business opportunities and support their development.
• Leadership, autonomy, pragmatism
• excellent oral / written communication and presentation skills.
• Experience in luxury or retail is a real asset.

Languages and miscellaneous:

• Fluent French and English are essential.
• Position based in Geneva, 60% presence on client site is essential.

Why join us?

• A human-sized agency (150 employees) close to its clients
• Stimulating projects with prestigious and international clients
• An environment conducive to continuous learning, with internal training and certifications
• Career follow-up with HR standards: annual interview, mission follow-up, training, certifications...
• Work flexibility (partial teleworking possible)

📢 Do you think this position is made for you? Send us your application.

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SQLI is a European leader in digital transformation and customer experience, supporting major international brands in their growth through technology. From strategy to implementation, we design and deploy high-performance architectures as well as engaging digital experiences, combining cutting-edge technologies, proven methodologies, and deep technical expertise.

With 2,200 employees across 12 countries, we are looking for passionate talents who share our values: creative spirit, commitment, and vision for the future.