Service Delivery Manager (M/F) - Permanent Contract


  • On a day-to-day basis, you will support our customers through rapid incident resolution, optimal processing of their requests and an efficient Problem Management process;
  • You supervise, coordinate and communicate with the teams in charge of operational monitoring of internal and external infrastructures, as part of the Incident and Crisis Management process;
  • You are responsible for analyzing the recurrence of incidents and are in charge of incident-related SLAs, with proactive detection of SLA breaches in order to inform your internal contacts;
  • You coordinate handover activities within Level 2 teams;
  • You are responsible for the Change Management process;
  • You ensure correct reassignment to Level 3 and are systematically in continuous improvement mode for all Incident Management and Service Request activities (service view and economic view);
  • You act as TAM (Technical Account Manager), coordinating efforts between EBRC and customer technical teams, in project and run mode, and ensuring that services meet customer needs and expectations.


  • You have a BAC+4 in IT and at least 4 years' experience in a similar position;
  • Understanding of the IT environment in which EBRC operates;
  • You master the fundamental ITIL processes (incident, change and problem management) and are ITIL V3 or V4 Foundation certified;
  • You are resolutely customer-oriented and adopt a collaborative approach in all circumstances;
  • You are fluent in French and English.
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I hereby acknowledge that my personal data will be kept by EBRC for 3 years. I can, at any time, exercise my right to access, modify or delete my data. *
*Personal data collected during your application are processed by EBRC S.A., located at 19/23, Rue Jean Fischbach, L-3372 Leudelange. Your personal data are processed for the purposes of managing EBRC’s recruitment related activities, including interviews set-up and conducts, tests for applicants, evaluations and assessments of the results, and as otherwise needed in the recruitment and hiring processes. This processing is legally authorized under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, (General Data Protection Regulation or "GDPR") insofar as it is necessary for the purposes of the legitimate objectives pursued by EBRC S.A., which are the solicitation, evaluation, and selection of applicants for employment.
Your personal data will be retained by EBRC S.A. as long as EBRC S.A. deems it necessary to evaluate your application for employment. In accordance with the provisions of the GDPR, you have the right to access, rectify and erase your personal data.
You can exercise any of these rights free of charge by contacting EBRC S.A.:
- by email to the following address:
- or by post addressed to: EBRC S.A. - DPO 19/23, Rue Jean Fischbach, L-3372 Leudelange
In order to be able to satisfy your request and to avoid any identity theft, a double-sided copy of your valid identity document must be attached to your letter.
You can also lodge a complaint with the National Commission for Data Protection (CNPD), via their website: Please note that your criminal record excerpt may be requested if you are hired by EBRC S.A.. This criminal record will be destroyed at the latest one month after its receipt.