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Service Delivery Manager F/H

Il y a 2 mois

Paris, Île-de-France BK CONSULTING Temps plein

La société :

BK Consulting, une entreprise de conseil en systèmes d'information avec une forte expertise métier compte plus de 700 consultants.

Depuis 2000, nos collaborateurs sont au centre de nos préoccupations et notre positionnement en tant que multi-spécialiste nous permet d'accompagner nos clients sur leurs projets à travers des partenariats forts et durables.

Nous avons convaincu de nombreuses entreprises du domaine de la Banque, de la Finance, de l'Assurance, de la Distribution, de l'Industrie et des Services.

Le poste :

Au sein d'une équipe dédiée tous les clients internes du Groupe, le Service Manager a pour mission d'assurer que les équipes de Delivery garantissent le run dans les conditions contractuelles.

Ses interlocuteurs internes sont les responsables de domaines du delivery, les incident managers, les change managers, et les problem managers.

Ce poste se situe au cœur de la production du client.

Missions :

  1. Gestion des incidents majeurs : identifier, analyser et résoudre les problèmes critiques qui affectent la production.
  2. Reporting en direct au management et au client : fournir des informations régulières sur la situation de la production et les progrès réalisés.
  3. Pilotage de la cellule de crise : coordonner les efforts de l'équipe pour résoudre les problèmes critiques et minimiser les impacts négatifs.

Activités de back office :

  1. Veille au respect des engagements : s'assurer que les équipes de Delivery respectent les contrats et les processus de production.
  2. Préparation des Comités Opérationnels : préparer les documents et les informations nécessaires pour les réunions des comités opérationnels.
  3. Suivi des plans d'amélioration de la production : suivre les progrès réalisés dans la mise en œuvre des plans d'amélioration de la production.
  4. Production d'un Post Incident Report : rédiger un rapport détaillé sur les incidents P1 de responsabilité.

Descriptif des activités :

  1. Préparation d'un Comité de suivi opérationnel hebdomadaire : préparer les documents et les informations nécessaires pour la réunion hebdomadaire du comité de suivi opérationnel.
  2. Veille au respect des engagements du Delivery : s'assurer que les équipes de Delivery respectent les contrats et les processus de production.
  3. Leadership et coordination d'équipes : diriger et coordonner les efforts de l'équipe pour résoudre les problèmes critiques et minimiser les impacts négatifs.
  4. Esprit d'amélioration continue : rechercher constamment des moyens d'améliorer les processus et les résultats de la production.

Autres informations :

Ce métier nécessite de la curiosité, de l'opiniâtreté et du dynamisme. Engagement et sens du service.

Profil recherché :

Compétences demandées :
- Incidents, changement et processus : gouvernance, crise P1, dernier maillon de production, diffusion dashboard de production (temps P1 et P2).
- Le DSM doit avoir 4/5 sujets forts, 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 équipes d'Inde, Espagne et Roumanie.
- Expert du Run.