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ITIL Service Level Manager
Il y a 4 mois
ITIL Service Level Manager pour mon client Thales Global Services basé à Velizy (3 jours sur place par semaine).
Bon anglais obligatoire.
Besoin: SLM Manager
Client : Thales Global Services
Séniorité : > 05 ans
Lieu de mission : Velizy Villacoublay - Yvelines
02 jours de télétravail par semaine
Planning : ASAP => 30 Aout 2024
Contexte
Au sein de la direction des opérations de la DSI Groupe, le projet SPI a été lancé en Janvier 2022 avec pour objectif de :
• Mettre en place le suivi de la valeur des services délivrés aux utilisateurs
• Mettre en place le suivi des KPI de production permettant d'évaluer la performance de nos services
Dans ce cadre, les activités de SLM permettant la conduite du projet, des design des chaines de support ainsi que de l'automatisation et l'industrialisation des reportings a été lancée en Q4 2023.
- Gérer l'équipe SLM en place et suivre leurs activités
- Poursuivre l'industrialisation du process SLM, le documenter dans CHORUS
- Mettre en œuvre les indicateurs du process SLM
- Mettre en place et suivre les plans d'actions d'amélioration des services avec les SO, préparer les reportings des plans d'actions pour les comités SCORE et les VTOC/VTEC
- Lister les besoins d'évolutions dans l'ITSM et proposer les processus de maintien
- Faire le lien avec les autres équipes du Service Excellence pour l'amélioration continue
- Poursuivre les formations, et autres travaux de communication pour favoriser l'adoption de l'outil SPI et le remplissage des commentaires par les SO
- Lister/proposer des évolutions & adaptations de l'outil SPI qui seront priorisées par le PO SPI
- Construire la convention de services IS