Service Delivery Manager (Freelance) – IT Services

About the role

We are seeking an experienced Service Delivery Manager to oversee the delivery of IT services on a freelance basis. The role focuses on ensuring that service level agreements (SLAs) and operational level agreements (OLAs) are met for our clients in Rabat. You will act as the primary point of contact for service performance, driving alignment between business expectations and technical execution.

Key responsibilities

• Monitor and manage SLA and OLA performance across all IT services.
• Coordinate with technical teams to resolve incidents and improve service quality.
• Develop and maintain service reporting dashboards for client visibility.
• Implement continuous improvement initiatives based on performance data.
• Report on service metrics and provide recommendations for process enhancements.
• Maintain strong communication with clients in French to understand expectations and deliver results.

Required profile

• Minimum 5 years of experience in IT service delivery or similar roles.
• Proven ability to manage service contracts and meet performance targets.
• Fluent in French, both written and spoken.
• Strong analytical and problem‑solving abilities.
• Experience working in a consultancy or SSII environment.
• Ability to work independently as a freelancer.

Required skills

• SLA management
• OLA management

What we offer

• Freelance contract with flexible working arrangements.
• Opportunity to work with a dynamic IT services firm in Rabat.
• Exposure to diverse client projects and technologies.