Alhist - Service Delivery Manager (H/F)

**Descriptif de l'entité et de l'activité**

Les systèmes de soins de santé sont confrontés à de profondes transformations. Les attentes des payeurs, les comportements des patients et des professionnels de la santé évoluent rapidement, dans un paysage concurrentiel en pleine mutation. L'augmentation et la consolidation des fabricants de dispositifs médicaux, l'accélération de la transformation numérique - renforcée par la crise de la CoVid-19 - exigent un renforcement de l'alignement et de l'internationalisation de certaines de nos activités.

En réponse à ces défis, l'activité Santé à Domicile a décidé:

- d'accélérer la transformation numérique et l'homogénéisation des systèmes d'information à travers le programme TechCARE,
- de massifier les activités d'approvisionnement et développer les synergies entre les différentes entités mondiales d'Air Liquide Healthcare (santé à domicile et gaz médicaux).

Pour mettre en œuvre cette stratégie, l'entité Air Liquide Healthcare International Services & Technology (ALHIST) a été créée. Elle est dédiée à l'hébergement des services opérationnels mondiaux partagés, telles que les équipes Digital & IT et Procurement & MedTech.

**Quelle sera votre contribution et comment vous épanouir dans ce poste ?
AL Home Healthcare (HHC) business is engaged in a profound business transformation enabled by Digital, known as “Value-Based Healthcare” (VBHC), with the objective to provide optimized and individualized care to our 2M+ patients.

Healthcare Digital & IT (HC D&IT) organization (hosted in the legal unit “ALHIST”) was set-up on January 1st, 2021 to support this strategy. HC D&IT develops and distributes TechCARE suite of digital solutions enabling VBHC transformation worldwide. HC D&IT also manages IT systems currently supporting HHC affiliates.

The mission of the Service iveryDelivery Manager is to ensure a high quality of services for worldwide entities (excluded France). He/She is the single point of contact for local IT team, concerning solution provided and infrastructure topics. He/She coordinates incidents and demands management for our scope of solutions.

He/She is the local process manager for the HHC D&IT perimeter

**1. Ensure a high quality of service for worldwide Homecare entities (except France)**
- Coordonate local and central D&IT teams to provide the service quality defined in the agreement with affiliates (first contact duration, incident resolution duration, document )
- Manage ticketing processes (ServiceNow) and the respect of defined procedures
- Define and follow Key Performance Indicators (KPI) and provide a detailed monthly report for management committee and affiliates
- Yearly evaluate the level of customer satisfaction and define continuous improvement plan
- Contribute to the evolution of the IT Services catalog
- Manage communication for maintenance activities and for critical and high incidents

**2. Incidents management**
- Coordonate the resolution of critical incidents with the different stakeholders
- Contribute to the evaluation of the right level of criticity with Level 1 contacts and manage the escalation when necessary.
- Organize and manage the post-mortem analysis for critical incidents (or high when necessary) and follow the improvement plan

**3. Demand management**
- Check that demands are assigned to the right team and coordinate cross teams demands
- Promote and improve the life cycle demand process from the requirement/idea to the payment

**Etes-vous LA personne faite pour ce poste ?
Experiences:
5+ (min) years as Product Manager

Product/service development experience

IT Demand Management & prioritization
- Experience of capturing requirements (user stories) and documenting in detail in Jira ( or equivalent)
- Experience of management of ticketing solution (Servicenow will
- ITIL skills
- Excellent analytical skills
- Proficient in both written and oral English and French
- Business & Client-oriented
- Empathy with internal & external customers, and able to work across a variety of stakeholders
- Ability to build strong relationships across a variety of teams
- Ability to communicate in a clear, collaborative, transparent and effective manner, both in written & verbal form

**Nos différences font notre performance**

Chez Air Liquide, nous nous engageons à créer un environnement de travail collaboratif et inclusif qui reflète la diversité de nos collaborateurs, de nos clients, des patients et de nos parties prenantes ainsi que des cultures à travers le monde.