Service Delivery Manager
Il y a 3 mois
Au sein d'une équipe dédiée tous les clients internes du Groupe, le Service Manager a pour d'assurer que les équipes de Delivery assurent le run dans les conditions contractuelles. Ses interlocuteurs internes sont les responsables de domaines du delivery, les incident managers, les change managers, les problem managers. Ce poste se situe au coeur de la production du client
Missions:
Deux grandes activités:
1/ activité de front office (gestion des incidents majeurs; reporting en direct au management et du client; pilotage de la cellule de crise)
2/ activité de back office: le SM veille au respect des engagements (processus de base de la production: changement, incident, problème); il prépare les Comités Opérationnels et la partie run du comité de Pilotage; il suit les plans d'amélioration de la prod; il produit un Post Incident Report sur les incidents P1 de responsabilité.
Descriptif des activités : Préparation d'un Comité de suivi opérationnel hebdomadaire, lead du comité et compte rendu. Veille au respect des engagements du Delivery (processus de base de la prod: incidents, chnagements, problémes). Leadership (tenue des cellules de crise; task forces) et coordination d'équipes non rattachées hiérarchiquement. Esprit d'amélioration continue. Autres informations : Ce métier nécessite de la curiosité, de l'opiniâtreté et du dynamisme. Engagement et sens du service.
Compétences demandées:
- Incidents, change et process : gouvernance, crise P1, dernier maillon de production, diffuser dashboard de production (temps P1 et P2)
- Le DSM doit avoir 4/5 sujets fort, comprendre la culture de production, P1 (état des lieux), rendre le service au plus vite, roll back,
- Le SDM ne doit pas être que centré sur les incidents
- Anglais opérationnel impératif - communication avec les équipe d'Inde, Espagne et Roumanie
- Expert du Run
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