Global Service Manager

Il y a 2 mois


Paris, France Pernod Ricard Temps plein

Job purpose

The Head of Global Service Management ensures the business gets maximum benefits and value from its IT services and product through the implementation of pragmatic and effective IT service management.

He/She establishes and leads an global IT service management practice that allows IT Ops to deliver services more effectively; by providing solutions, processes, governance, and expert consulting in IT Service Management across the organization.

He/She is a leader and bring value to the various processes, either technical or organizational. You are sensible to Service Level and results oriented in a fast moving environment; while prone to new ways of working.

This role is a critical driver for improving end to end service and process effectiveness in support of business objectives. The role must simplify the process and tool landscape, improve policy compliance, increase transparency to changes and configuration data, and reduce outages associated to said changes.

Main roles and responsibilities

STRATEGIC VISION
- Owns the vision on its services and products and its translation into roadmap
- Ensures consistency between the needs of end-users and stakeholders, as reflected in the vision of its services and product, its delivery, and its deployment & adoption.
- Understands the business requirements and translates them into the backlog
- Evaluates the costs and benefits of different options and make the best recommendations.
- Manages the financials of his area of responsibilities and define efficiencies
- Work together with Regional Service Delivery teams and technical towers to ensure the best execution of processes

DELIVERY, PROCESS & PROJECT
- Responsible for the design and execution of service management processes, such as incident, crisis, change and problem management,across the organization. Continuously improve the IT solutions, tools, processes, standards, documentation, compliance, training, and measurement that raise the quality of IT service management
- Lead and facilitate execution of processes and through follow up of action plan.
- Through strong processes mastery, build capability to sustain business continuity and performance that impacts business results positively.
- Act as escalation point for processes execution, leading crisis cell when necessary on global issues.
- Drive and consolidate the performance of IT Ops on SM processes with smart KPI and contribute to make IT Ops a data enabled organization.
- Contributes to assessment of delivery model and solutions, incl SAAS, to ensure coherent and performant delivery across the value chain (SLA, escalation, service management processes,..)
- Work closely with Service Delivery team for effective and consistent communication to users when necessary.
- Develop a community of practice around service management.

TEAM MANAGEMENT
- Recruiting, developing and motivating a solid and globally distributed team of in all area of service management
- Actively working with peers and senior management to build and maintain strong, productive working relationships
- Works transversally to all internal and external teams driving results through indirect management and influence
- Co-lead and develop an inclusive, diverse and innovative IT Ops organisation

Scope
- Team management: 0-10, incl external/outsouring teams
- Key internal stakeholders: Global teams, IT Solutions, IT Operations Teams, Affiliates leadership
- Key external stakeholders: service providers, suppliers
- Budget to manage:



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