Service Operations Manager H/F

il y a 4 semaines

AulnaysousBois, Île-de-France UMANTIC TECHNOLOGIES Temps plein

We are seeking a Service Operations Manager for a prominent client.

Key Responsibilities:

  • Ensure precise evaluation of services and alignment with established service level agreements and operational standards.
  • Engage in the definition and oversight of specific service level agreements.
  • Maintain a comprehensive service dashboard to capture overall service performance and report to upper management on a regular basis.
  • Oversee and challenge all services and deliverables provided by partners within the existing governance framework.
  • Identify, document, and implement ongoing service enhancements for all IT teams and the service management unit.

Participate in a 24/7 operational structure - Follow the Sun and standby organization:

  • Serve as the primary point of contact and escalation.

Ensure adherence to processes and engage in governance meetings:

  • Contribute to significant governance meetings: Daily Operations Review.
  • Monitor and challenge all deliverables provided by partners within the existing governance framework.
  • Lead application 'ceremonies' with product and service teams (specifically for the Cloud scope).

For the Cloud scope, application performance is managed by the Service Operations Manager:

  • Identify performance challenges and coordinate teams (Application Manager, Development, Infrastructure Operations, Site Reliability Engineering) until resolved.
  • Ensure capacity and performance are anticipated based on new product features and versions.
  • Define and monitor the maturity and performance of product and service teams, e.g., monitor error rates and track adoption of DevOps services (e.g., CI/CD pipeline).
  • Establish success metrics and align team-level KPIs/OKRs with these key measures.
  • Manage relationships with vendors and escalate contractual issues to the Cloud Vendor Manager as necessary.

Required Skills:

  • Demonstrated experience working with ITIL service lifecycles in an ITIL-based service management environment (5 to 10 years).
  • Personal motivation, flexibility, initiative, autonomy, and integrity are essential.
  • Ability to prioritize and execute tasks effectively in a high-pressure, fast-paced environment.
  • Experience collaborating in teams over extended periods.
  • Exceptional written and verbal communication skills, with the ability to communicate at all organizational levels.
  • Experience leading or facilitating stakeholder meetings, such as supplier review meetings.
  • Experience conveying complex technical issues and sensitive information to professional users, senior stakeholders, partners, and the broader user community.
  • Experience in a multi-partner and multicultural environment is advantageous.
  • Candidate must possess experience with various Cloud support models.
  • Preferably, knowledge of AWS cloud services.

Educational Background:

  • Degree in Computer Engineering.
  • ITIL Essential Foundation V4 or equivalent experience.
  • Fluency in English.

Umantic Technologies is dedicated to supporting telecom and IT infrastructures. For over a decade, we have been assisting major clients in innovative projects aimed at the digital transformation of the economy.

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