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Service Operations Manager
Il y a 3 mois
Become part of a vibrant and dedicated French organization, a frontrunner in Europe
Company Overview:
RAJA, a prominent European player in the multichannel distribution of packaging, office supplies, and industrial equipment, achieves an impressive 1.8 billion euros in revenue by harnessing the passion and dedication of 4500 employees across 19 countries. Join our workforce and contribute to a family-owned enterprise that has evolved into an ambitious group over 70 years, proud of its core values, committed to excellence, and experiencing robust growth both in France and internationally.
Employee Benefits at RAJA:
- Flexible telecommuting policy (2 days per week)
- Profit-sharing and participation schemes
- Comprehensive health and life insurance
- Meal vouchers, well-equipped cafeteria, and on-site catering services
- RAJASport initiative (70€/year and access to various activities), beauty services, hairdressing, and osteopathy
- RAJApeople initiative: MicroDon, volunteering opportunities with partner organizations of the RAJA foundation, and participation in charitable events (supporting women globally)
- Additional perks: Holiday vouchers, gift vouchers, childcare support...
- Social events: Numerous celebrations throughout the year (holiday parties, summer gatherings, Epiphany celebrations, Women's week, Sustainable Development week...)
Position Title:
Service Operations Manager
Role Overview:
- Establish and uphold the anticipated service level agreements and ensure adherence
- Facilitate commitments between our service providers and RAJA
- Develop and maintain the service catalog
- Define and track performance metrics
- Manage client relationships effectively
- Ensure the delivery of services aligns with commitments, contractual obligations, customer satisfaction, and budgetary constraints; oversee incident management
- Guarantee the proper implementation of processes and procedures
- Contribute to the definition and/or enhancement of the client’s service offerings (in the context of ITIL): service catalog, SLA-OLA, associated processes & organizations...
- Monitor best practices in ITIL and ITSM
- Test and validate new processes and procedures while ensuring compliance
- Define best practices in IT
Candidate Profile:
- A minimum of 3 years of experience in a comparable role and a Bac+4 level of education
- Technical expertise in ITSM (JIRA/Service Now)
- Certification or knowledge in ITIL is preferred
- Strong organizational skills, attention to detail, autonomy, and analytical abilities are crucial for success in this role
- Operational proficiency in English is required
