Global Service Delivery Manager Freelance
Il y a 5 mois
**Description du poste et Missions**:
We are looking for a Global SDMO ASAP
Contract : Freelance or “Portage Salarial”
Start the mission : asap
Location : IDF
- The client (globale luxury brand) supports end-users for each country with IT infrastructure services that comply with the following rules and principles:
- All DC services are managed from France where the client is headquartered
- All infrastructure services such as network, security, servers and databases operations, are managed by one single provider “consulting firm” who will take responsibility for already outsourced services as well as internally managed services.
All infrastructure projects are to be defined and run from France, with some local implementation such as APAC and AMER. In that context, the client is requiring IT services to adapt rapidly and needs to adapt the outsourcing model to support business growth.
Consulting firm’s additional commitments to the client are described hereafter:
- Provide a solution to current specific “the client” issues in existing architecture in terms of hosting, computing capacity and assets renewal
- Improve agility of IT infrastructure to better adapt to business objectives and constrains
- Streamline IT management processes across “the client” international location.
- Implement a Partnership governance model driven by an experienced Global Service Delivery Manager, and supported by experienced Service Delivery Manager Operational (SDMO) dedicated to the client, who will:
- Serve as a liaison with the client central and regional teams.
- Ensure that the business goals of he client are the main drivers of “consulting firm”’s delivery organization, translating into a high customer satisfaction.
**Profil recherché**:
**Main missions are**:
- Manage daily quality of delivered services (SLA) closely with SDMOs of each service delivery region.
- Support Operation Managers
- Manage Service Delivery escalations
- Consolidate regional reports into global report
- Participate to project assessments (PAB = Project Assessment Board)
- Manage the continuous improvement process
**Key Accountabilities**:
- Customer Relationship: Acts as a single point of contact for the customer and builds a relationship with the
customer’s operational IT contacts. Represents the customer’s interest and concerns internally for all
operational services and processes in order to match customer expectations with delivered services.
- Leadership: Gives guidelines and instructions to Local SDMO(s), GDC Delivery Managers, GDC Team leaders,
GDC Process managers and all contributors to operational quality of service.
- Leadership: Leads a cohesive virtual team of all “consulting firm” service delivery resources and external partners to
deliver as ‘one service team’ to the customer
- Collects, Verifies, builds, and presents all operational information presented at the monthly Steering
Committee
- Facilitates Operational meetings on a regular or ad-hoc basis
- SLA Compliance: Reviews performance of service delivery unit against operational level agreement or service
level agreement and drives the service providers such as GDC to deliver at the committed quality. Recognizes
any divergence from acceptable plan and recommends an action for SLAs to come back to green status. Owns
improvement plans and ensures they are regularly reviewed and progressed
- Reporting: Collects relevant reports and escalates persistent non-conformity. Proactively investigates trends
and frequent issues and assembles resources to identify and resolve root-causes across boundaries of
organizations or departments
- Process Control: Records and processes alerts and complaints to manage the delivery interfaces and escalates
as appropriate. Monitors adherence to corporate process at all times, e.g.: efficient planning and material
controlling
- Risks Control & Escalations Management: Manages service risks, contractual exposure, and critical escalations
to prevent exposure of “the consulting firm” to customer claims
- Spotting Opportunities: Helps developing new business opportunities in conjunction with the governance
team and the account manager
- New services Introduction: Ensures new services are correctly scoped, contracted, implemented and
supported
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