Manager of The Service Manager Team

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

**THE ROLE**:
Inside the Global Production & Service department (IT Operations), you will be responsible for the Service management team and activities.

**RESPONSIBILITIES**:
Ensure all teams are providing the right support to ensure the highest service level.

Act as main point of contact and escalation for our main partners regarding day-to-day operations.

Act as main point of contact and escalation point for Major Incident and Crisis management led by Service Management team, IPC Team and other counterparts.

Keep the 24/7.

Follow the Sun and On call organization working.

Handle communications with IT and business management.

Control and challenge all deliverables provided by our partners within the governance in place.

Participate to some SLA definition and control.

Provide relevant and comprehensive weekly and monthly reporting for Service management.

Contribute to EOS IN/OUT process governance.

Take ownership of escalations, directing, and facilitating until resolution.

Document and maintain all necessary instructions for the SM team

Identify, document, and implement Continuous Service Improvements.

Help building the target organization for the Cloud.

Perform employee reviews and assessments.

Assist with new employee onboarding and training program.

Organize and delegate assignments to team members.

Be proactive to prioritize and propose topics or actions to his management.

**PROFILE AND QUALIFICATIONS**:
**Background**:
Engineering degree in IT Background

ITIL Essential Foundation V4 or equivalent experience

Fluent English

**Qualifications**:
Considerable experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment (10-15 years)

Strong organizational skills for an efficient management of the daily tasks

Self-motivation, flexibility, initiative, autonomy, and integrity are required

Superior written and oral communication skills evidenced by the ability to communicate across all levels of an organization.

Strong project management skills and ability to work with mínimal supervision and general direction.

Ability to effectively prioritize and execute tasks in a high-pressure, fast-paced environment.

Experience working in a team-oriented, collaborative environment over long periods of time.

Proven stakeholder management skills, with evidence of having built and maintained effective working relationships including when there are conflicting demands.

Experience of communicating complex technical issues and sensitive information to business users, senior stakeholders, partners, and the wider user community.

Experience of chairing or facilitating meetings with stakeholders, such as supplier or stakeholder review meetings.

Be able to produce clear and concise written reports and information.

Experience of working in a multi-partners and multi-cultural environment would be advantageous.

Strong attention to detail and with the ability to maintain effective control over many tasks in parallel.

Come along on CMA CGM’s adventure