Support Delivery Manager

Il y a 5 mois

Paris e, France FED IT Temps plein

**Fed IT est un cabinet entièrement dédié à l'intérim et au recrutement des métiers des systèmes d'information et de la transformation digitale - infrastructure, chefferie de projet, data, cybersécurité, développement et top management. Nous recherchons pour notre client, société spécialisée dans la distribution de produit de luxe, un/e Service Delivery Manager H/F. Poste basé à Paris et à pouvoir rapidement dans le cadre d’un CDI.**
**Votre fonction**:
Au sein de l’équipe Collaborative Workplace EMEA (5 internes + 1 externe + prestataires

externalisés), le Support EMEA de Niveau 1 est externalisé au sein d’une société tierce, que

le Support EMEA de Niveau 2 est quant à lui géré par l’équipe Collaborative Workplace elle-même en relation étroite avec les éditeurs/constructeurs en charge du Support EMEA de Niveau 3.

Le/la prochain(e) Servie Delivery Manager se devra de piloter harmonieusement l’ensemble des prestations de support et de proximité aux Utilisateurs, comme de s’assurer de la fourniture des meilleures prestations possibles aux Métiers en suivant les niveaux de services fournis par les partenaires techniques (prestataire support, constructeurs, éditeurs) et leur interface avec les autres équipes de la Direction Technique aussi bien sur le maintien en condition opérationnelle que sur l’ensemble des projets IT du périmètre.

Le SDM H/F aura pour activités principales de:

- Piloter les prestataires de services (prestataire support, constructeurs, éditeurs)
- Suivre les prestataires de services dédiés au support des Utilisateurs Métiers
- Assurer l’interface entre les équipes IT centrales en France, les manager IT dans les filiales, et les fournisseurs de service France
- Suivre les tickets critiques et les escalades
- Organiser et piloter la distribution d’équipement aux utilisateurs
- Suivre les niveaux de services fournis par le prestataire (Rapport quotidien, Dashboard,

etc.)

Améliorer la satisfaction Utilisateurs
- Garantir une interface optimale de service et de qualité de prestation entre le

prestataire support de Niveau 1, l’équipe Collaborative Workplace pour le Niveau 2 et les Utilisateurs Métiers
- Contribuer opérationnellement en tant que membre de l’équipe Collaborative Workplace au support de Niveau 2 tout en arbitrant ou faisant arbitrer les sollicitations

(priorités incident, conflits, etc.).
- Suivre les enquêtes de satisfaction et identifier/proposer des axes d’améliorations,
- Faire appliquer le plan de Progrès et les actions associées,
- Participer opérationnellement aux campagnes de Change Management.

Organisation et processus:

- Suivre et faire évoluer les procédures de gestion et d’amélioration des processus (ITSM) avec la Direction Technique EMEA et les prestataires de services,
- Définir et améliorer le catalogue de Service IT,
- Suivre et Garantir le cycle de vie du parc informatique logiciel et matériel

(achat/inventaire/remplacement),
- Participer à l’enrichissement et au cycle de vie de la base de connaissance,
- Produire les indicateurs de suivis,
- Participer/piloter les différents projets impactant ses domaines.

Et enfin, communiquer de façon régulière et transparente avec sa hiérarchie sur

l’avancement et les impacts/résultats de ses différents projets en cours ainsi que sur ceux à venir à travers l’élaboration de plans d’actions aussi bien organisationnels, de communication, qu’opérationnels.

Environnement technique

4 Data Center

150 Serveurs Windows 2016, 2012 et 2019

2.500 Postes de Travail (Mac, HP, Dell ou Lenovo, Windows 10 & 11, MacOS)

Checkpoint, Kaspersky, Fortinet, Juniper

SAN, LAN, WAN, VPN, Cisco UCCaaS, Cicco Merak

**Votre profil**:
De formation en informatique Bureautique/Systèmes & Réseaux de type BTS/DUT/IUT avec une expérience d’au moins 3 années acquises en Entreprises ou en Sociétés de conseil/services numériques à des responsabilités similaires de maintenance en

conditions opérationnelles de systèmes et solutions Collaborative Workplace avec un savoir-faire opérationnel reconnu en gestion, pilotage, coordination et optimisation de projets Supports Utilisateurs en environnement multisites et multiculturels.
- Maîtrise indispensable de l’anglais au regard du périmètre EMEA du poste et de la dimension internationale du Groupe

Rémunération de 50 à 55K€ selon profil

Télétravail: 2 jours/semaine

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