Service Delivery Manager with French

Position Description :

We are looking for a Service Delivery Manager to oversee the high-quality delivery of IT and business services to internal or external clients. The ideal candidate is fluent in French and has strong stakeholder management skills The role involves ensuring compliance with SLAs, regulatory standards, and organizational objectives.

Your future duties and responsibilities :

• Manage and oversee service delivery across accounts or internal departments;
• Serve as the primary point of contact for French-speaking clients and internal stakeholders;
• Coordinate with cross-functional teams (IT, business, compliance) to ensure smooth service operations;
• Monitor performance, manage incidents, and drive resolution of escalated issues in accordance with service management standards (e.g. ITIL);
• Ensure all services comply with banking regulations, audit requirements, and internal controls;
• Lead or contribute to continuous service improvement initiatives;
• Produce regular service performance reports and hold service review meetings with clients and senior management;
• Ensure accurate documentation and knowledge transfer across teams;
• Support governance, risk, and compliance initiatives, especially in a regulated financial environment.

Required qualifications to be successful in this role :

Bachelor's degree in IT, Business, or related field;

4+ years of experience in a Service Delivery, IT Operations, or Client Management role;

Strong knowledge of IT infrastructure, service management frameworks (preferably ITIL), and regulatory environments.

Fluency in French and English (spoken and written) – mandatory;

Technical & Professional Skills

Solid understanding of service delivery processes, SLAs, and client relationship management;

Experience with ITSM tools such as ServiceNow, Jira, Confluence – preferred;

ITIL Foundation certification – a strong plus;

We offer :

Accessible and friendly working environment (Bucharest – The Bridge Building – Grozavesti area);

Hybrid model;

Healthcare subscription – the medical package includes also coverage for employees' children;

Access to Life insurance & Dental Insurance;

Share purchase plan co-financed by CGI, with the possibility of cashing at any time;

Benefit online platform - access to booking, ticketing, online courses, meal vouchers, medical services, hobby facilities;

Access to our Learning Platform – you can develop your career based on your interests;

Between 21 & 24 days of leave depending on your seniority;

MAP – Member assistance program - Confidential support service that can help you solve a wide range of professional and personal problems and challenges at no cost to you;

Bookster - enjoy the first public modern library bringing books to the company’s door;

Rewarded referral program – refer your friends and cash the bonus;

Enrolling on CGI for Good platform with volunteering activities.

LI-IG

Skills :

French

Service Delivery Management