Service Delivery Manager (JAVA/Salesforce)

SMILE is the leader in "happiness" at work, as well as in integrating Open-Source solutions. Enthusiastic, agile, and high-performing, our mission is to unleash the innovation potential of companies through Open-Source!

Our expert Smiliens support companies in diverse areas such as Digital, Business Apps, Embedded & IoT, and Infrastructure: 2000 employees across 9 countries, with 17 agencies in France and internationally. Our expert brands: SensioLabs, Neopixl, Alter Way, UX-Republic, Creativestyle, and Synotis.

We are certified "Happy at Work" 2023! 😊

Join a dynamic team in a human-sized environment within our Casablanca agency.

We are looking for a Service Delivery Manager:

Job Purpose:

The Service Delivery Manager ensures the smooth human, organizational, and operational functioning of the system on a daily basis. They ensure team availability, service continuity, collective discipline, application of security rules, and smooth information flow between France, Morocco, and the client.

They are the local coordination point for employees based in Casablanca and consolidate a transversal view of risks, alerts, and actions. They do not intervene in production management, which remains the responsibility of the client.

Main Responsibilities:

Operational coordination of the system

• Coordinate Moroccan employees daily across different scopes.

• Facilitate information flow between the Casablanca teams, Business Analysts in France, the Engagement Manager, the Transition Manager, and the Moroccan Delivery Director.

• Maintain a consolidated view of absences, human risks, organizational alerts, and ongoing action plans.

• Quickly identify situations likely to affect system continuity and escalate them to the appropriate governance level.

• Ensure that actions decided in internal or client instances are assigned, tracked, and closed.

Scheduling and service continuity

• Organize presence schedules, rotations, and potential on-call duties in line with the system's commitments.

• Build and maintain the holiday schedule for teams based in Morocco.

• Anticipate absences, unavailability, and sensitive periods to ensure necessary presence.

• Organize service continuity during Moroccan public holidays that are not public holidays in France.

• Ensure that absences, holidays, and unavailability are declared, anticipated, and communicated to relevant contacts.

• Identify replacement or backup needs for critical roles and coordinate their implementation with management.

Animation and collective discipline

• Ensure the regular holding of client-planned rituals: daily meetings, planning sessions, demonstrations, retrospectives, and follow-up committees.

• Verify the attendance, punctuality, and effective participation of system members.

• Address repeated absences, lack of participation, or organizational difficulties with employees and their management.

• Ensure that internal meetings remain short, useful, and compatible with production capacity.

• Encourage direct, transparent, and constructive communication within teams and between French and Moroccan teams.

Human monitoring and risk prevention

• Conduct short and regular check-ins with employees, without disrupting their production activity.

• Ensure everyone has the necessary access, tools, information, and working conditions.

• Detect weak signals: demotivation, isolation, perceived overload, relational difficulties, decreased involvement, or risk of departure.

• Anticipate resignations, internal mobility, or unavailability likely to weaken the system.

• Alert management sufficiently early and propose security measures: backup, knowledge transfer, replacement, recruitment, or targeted support.

• Monitor the integration of new employees until their proper insertion into the system.

• Foster a healthy, stable, and respectful work environment in a France-Morocco collaboration context.

Security and compliance

• Ensure the application of internal security policies and client security requirements.

• Verify workstation compliance: encryption, updates, mandatory protections, and expected configurations.

• Monitor participation in awareness campaigns and phishing simulations.

• Ensure compliance with confidentiality and data protection rules.

• Control the application of the artificial intelligence tool usage policy.

• Ensure that no client data, personal data, confidential information, or sensitive code is used in an unauthorized tool.

• Monitor the completion of mandatory training and compliance actions.

• Quickly report any discrepancies or incidents to security contacts and management.

Indicators and reporting

• Consolidate indicators useful for organizational management of the system: presence, holidays, public holiday coverage, participation in rituals, human risks, security compliance, and progress of action plans.

• Extract and consolidate, when requested, available KPIs in Jira and defined by the client.

• Report these KPIs in governance documents without being responsible for their definition, input, or the quality of data entered in Jira.

• Prepare a factual summary of key events, alerts, risks, and expected decisions.

• Formulate concrete recommendations on topics within their scope of responsibility.

Expected Skills:

Operational skills

• Experience in operational management of IT teams or service systems.

• Proficiency in organizing holidays, schedules, rotations, on-call duties, and service continuity systems.

• Good knowledge of Agile rituals and operating modes of application maintenance and evolution teams.

• Proficiency in Jira for extracting and consolidating existing indicators.

• Ability to structure and follow transversal action plans.

• Knowledge of information system security rules and corporate compliance practices.

• Ability to prepare, animate, and report on operational committees.

• No specific technical expertise in Java, Angular, Kafka, AWS, or Salesforce is required.

Interpersonal skills

• Proximity leadership and ability to advance topics without direct hierarchical authority over all stakeholders.

• Active listening and ability to detect weak signals.

• Clear, concise, and factual communication.

• Ability to directly address difficulties without avoiding sensitive topics.

• Rigor, reliability, autonomy, and organizational skills.

• Ability to work in a multicultural France-Morocco environment.

• Service-oriented, diplomatic, and able to maintain constructive relationships with the client and teams.

• Fluent French is essential; no English proficiency is required for the position.

Desired Experience:

• Approximately 5 to 10 years of experience in coordination or operational management of IT service teams.

• Significant experience as a Service Delivery Manager, Delivery Operations Manager, Service Center Manager, or IT team manager.

• Experience in coordinating distributed or multicultural teams.

• Experience in a contractual and demanding client context.

• Experience with a nearshore delivery center and daily collaboration with French teams is a significant asset.

Criteria for Success:

The success of the Service Delivery Manager will be assessed based on the following elements:

• Guaranteed service continuity during holidays, absences, and Moroccan public holidays;

• Reliable organization of schedules, rotations, and potential on-call duties;

• Reduction of organizational incidents and unforeseen situations;

• Good attendance and effective participation in rituals and committees;

• Stability, commitment, and good integration of employees;

• Early detection of risks of departure, disengagement, or individual difficulties;

• Effective application of security and compliance policies;

• Quality, clarity, and regularity of organizational reporting;

• Good coordination between Casablanca teams, French contacts, and the client;

• Rigorous follow-up of actions and sufficiently early escalation of alerts;

• Satisfaction of teams, management, and client regarding the daily functioning of the system.