Customer Delivery Manager (Italian/French)

About the role

The Customer Delivery Manager will lead strategy and execution for service delivery, focusing on escalation, change management, cost control and high‑risk project oversight. You will act as the primary liaison with customers, ensuring SLA compliance and driving continuous improvement across the organization.

Key responsibilities

• Formulate and implement strategies for performance metrics, escalation handling, and change management.
• Own expense and cost targets for all service delivery activities, establishing and monitoring expense controls.
• Lead high‑risk projects, coordinate cross‑functional teams and apply corrective actions as needed.
• Ensure timely SLA delivery, manage vendor negotiations and contribute to account and strategic planning.
• Identify revenue opportunities, enforce policy compliance and support organizational growth initiatives.
• Participate in presales activities, change‑order negotiations and approve delivery cost solutions.

Required profile

• Bachelor's or Master's degree in Computer Science, IT, Business Administration or related field, or equivalent experience.
• 7‑10 years of experience in ITIL/ITSM, customer support or related disciplines.
• Fluent in English and French and/or Italian.

Required skills

• ITIL
• ITSM

What we offer

• Full‑time permanent position within a global technology leader.
• Opportunities for professional growth and cross‑functional collaboration.