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Service Delivery Manager
Il y a 2 mois
RATP recherche un Service Delivery Manager pour rejoindre son équipe de gestion des services. Ce poste est responsable de la livraison de services de haute qualité à nos clients.
Poste et MissionsLe Service Delivery Manager est chargé de :
- Élaborer et mettre à jour des contrats de service avec les clients (SLA) ;
- Piloter les contrats de service pendant la phase d'exploitation (reporting, réunions, etc.) ;
- Assurer le reporting et la relation client (proximité, revues de suivi, veille sur l'exploitation, communication à froid sur incident à fort impact, partage de plan d'actions avec les clients, etc.) ;
- Produire des indicateurs de QoS et des tableaux de bord pour la direction, les analyser, proposer des plans de progrès et porter les plans d'actions d'amélioration continue ;
- Cadrer et minimiser l'impact des changements sur le niveau de service (engagements de niveau de service, accords opérationnels interne et en sous-traitance, etc.) ;
- Aider à la définition des coûts des services/systèmes dont vous avez la charge ;
- Contribuer à la gestion de l'obsolescence (alerter les clients sur les risques d'obsolescence, identifier les financements nécessaires à leur traitement et s'assurer de leur bonne inscription dans les plans d'investissement de l'entreprise).
RATP recherche une personne ayant :
- Une expérience de 8 ans minimum dans les systèmes complexes intégrant les technologies de l'information (informatique et télécommunications filaires et radio) ;
- Des connaissances des métiers de l'exploitation et maintenance : supervision, maintenance, support technique, etc. ;
- Des connaissances en architectures SI et télécoms ;
- Une connaissance voire certification ITIL ;
- Une connaissance des processus d'intégration technique et de qualification des systèmes ;
- Une connaissance des règles de management des projets ;
- Une connaissance des contrats de service et la capacité à traduire les engagements de service dans ces contrats.
RATP recherche une personne ayant un très bon relationnel, une capacité à fédérer de nombreux acteurs d'équipes différentes et à assurer une relation client. La personne recherchée doit avoir une capacité rédactionnelle, d'analyse, de synthèse et de communication. L'autonomie et la bonne gestion du stress sont également des critères importants.
