Service Delivery Manager - Global Support Specialist - Global Estimating Tool

EVA (Estimating Value Assistant) is the Global Estimating Tool which is a critical application developed by T.EN to support and optimize the estimating process for Tender / Proposals & Contracts / Projects. It is designed to standardize, centralize, and enhance cost estimation activities, ensuring consistency, accuracy, and traceability across T.EN Business Projects. EVA plays a vital role in decision-making and financial forecasting, making it a strategic tool for the company.

Given its importance, EVA contains highly confidential data, requiring a robust and responsive support structure to ensure smooth operations. The L2 Global Support role is essential to guarantee incident resolution, user assistance, system monitoring, and overall reliability of EVA in production environment.

This position focuses on providing functional and technical support, liaising between business key-users (ambassadors), L1 Support, and L3 DigiTeam to facilitate issue resolution and continuous improvement.

• Incident & Problem Management

• Provide functional and technical support for EVA.
• Troubleshoot and analyze user-reported issues, escalating to L3 when needed.
• Document known issues, workarounds, and solutions in a knowledge base.

• User Support & Training

• Assist L1 teams in communicating releases and new functionalities.
• Prepare and update training materials for end users and internal teams.
• Conduct knowledge transfer sessions to enhance user autonomy.

• System Monitoring & Maintenance

• Monitor EVA's performance and stability.
• Validate functional and technical integrity after updates or deployments.
• Contribute to system health monitoring dashboards.

• Release & Change Management

• Participate in User Acceptance Testing (UAT) before releases.
• Identify and track functional bugs during regression and functional testing.
• Manage and execute test campaigns as an alpha tester.
• Communicate release notes and new features to key users.

• Continuous Improvement & Knowledge Management

• Gather user feedback and provide recommendations for improvements.
• Support business analysis activities for process optimization.
• Contribute to refining functional specifications and support plans.

• Collaboration & Governance

• Work closely with Business, DigiTeam, and EVA Product stakeholders.
• Act as a bridge between L1 and L3 Support teams for smooth issue resolution.
• Provide regular reports on support activity and KPIs.

• Education: Degree in Estimating/Engineering and IT or a related field.

• Experience : at least 10 years of experience as an IT Application Manager or IT Service Delivery Manager.

• Familiarity with software deployment processes and system updates.

• Ability to handle multiple tasks efficiently and prioritize workload effectively.

• Experience in troubleshooting application performance issues and identifying root causes.

• Experience in coordinating with multiple teams (business, IT, security) to ensure seamless application support.

• Strong initiative to find ways to improve solutions, systems, and processes.

• Problem-solving, conflict-resolution and decision-making skills in a multi-team context.

• Proven ability to manage stakeholders and communicate effectively across multiple teams.

• Experience in project management, specifically with Agile methodologies.

• Language: Read / Write / Comprehend / Speak English.

• Nice to have:

• Prior experience in Estimating solutions.
• Experience with SQL (for queries & Application log analysis) and ITSM tools (e.g., ServiceNow, Jira Service Management).
• Experience with debugging, performance profiling, optimization, tests automation.
• Agile certifications (e.g., Certified Scrum Master, SAFe Agilist).
• Experience in training users and managing documentation.
• Exposure to monitoring tools and performance optimization.
• 2-3 years of experience in L1/L2 support for enterprise applications.
• Understanding of IT service management (ITIL).

Be part of the solution at Technip Energies and embark on a one-of-a-kind journey. You will be helping to develop cutting-edge solutions to solve real-world energy problems., Technip Energies is a global technology and engineering powerhouse. With leadership positions in LNG, hydrogen, ethylene, sustainable chemistry, and CO2 management, we are contributing to the development of critical markets such as energy, energy derivatives, decarbonization, and circularity. Our complementary business segments, Technology, Products and Services (TPS) and Project Delivery, turn innovation into scalable and industrial reality. Through collaboration and excellence in execution, our 17,000+ employees across 34 countries are fully committed to bridging prosperity with sustainability for a world designed to last, Working at Technip Energies is an inspiring journey, filled with groundbreaking projects and dynamic collaborations. Surrounded by diverse and talented individuals, you will feel welcomed, respected, and engaged. Enjoy a safe, caring environment where you can spark new ideas, reimagine the future, and lead change. As your career grows, you will benefit from learning opportunities at T.EN University, such as The Future Ready Program, and from the support of your manager through check-in moments like the Mid-Year Development Review, fostering continuous growth and development