ATLAS Central Support Director
il y a 4 semaines
Company Description
Mazars is an internationally integrated partnership, specialising in audit, accountancy, advisory, tax and legal services*. Operating in over 100 countries and territories around the world, we draw on the expertise of more than 50,000 professionals – 33,000+ in Mazars’ integrated partnership and 17,000+ via the Mazars North America Alliance – to assist clients of all sizes at every stage in their development.
*where permitted under applicable country laws.
Job Description
Mazars’ Global Audit & Assurance Service Line has launched several strategic projects that will increase Mazars’ position as a market leader in audit services, globally.
At the heart of Mazars’ strategic projects is the design, development, deployment and support of Mazars global audit platform – ATLAS NEXTGEN – to replace several legacy audit software. The project operates at a global level, with the sponsorship from our Group CEO, Hervé Hélias, and from our Global Co-Head of Audit and Assurance, David Herbinet. The team is international and multi-disciplinary currently comprised of qualified auditors, service support, project managers, IT engineers and software development experts.
Atlas NextGen and the Audit Reinventing modules developed to enrich the Atlas suite will bring a new consistent approach to how we perform audits, allowing 100+ countries to provide higher quality audits in a more efficient way. It is also a key foundation to further transformation projects within audit at Mazars.
From translating the global Mazars audit strategy into reality to leading the final product design, a position is being created to support the whole programme and help drive further innovation in the way Mazars delivers audits globally.
The Atlas Central Support Director is a key resource of the management board of the Atlas & GRA programs. He/she is specifically responsible of the deployment, support and maintenance services delivered to the users (Mazars auditors around the globe) regarding the global Mazars audit platform.
JOB ROLE
We are looking for a highly motivated individual with
- strong experience in management of a central support service around an IT/Business software deployed on an international landscape,
- demonstrated leadership to manage different teams in different locations (Mumbai, Casablanca, Mexico, Paris) to deliver a 24/7 support service to our internal auditors,
- previous experiences regarding organization and management of international service centers,
- excellent communication skills,
- certification or at minima deep knowledge regarding ITIL practices,
- a genuine interest in audit and software development,
- motivation to work with a service-oriented mindset to serve the best our Mazars auditors and Partners around a platform developed by the internal Atlas Central team,
to become our Atlas Central Support Director and participate in the Atlas NextGen & GRA development to enrich the Mazars audit platform with appropriate features.
RESPONSIBILITIES, REPORTING AND LOGISTICS
Accountable for the successful and timely completion of management tasks assigned, such as
- Managing the Atlas Central Support team (15 people) in 4 different locations,
- Participating to the highest quality of the platform delivered to our auditors,
- Elaborating the reporting of Atlas Services and for taking appropriate actions and decisions based on the report conclusions,
- Ensuring the quality of the deliverables produced by the service center (quality and pertinence of the answers provided by the team, test executions and results, global documentation, application by the team of the best practices and defined support processes)
- Taking care to communicate to all actors (teams, auditors, local administrators, Partners, external suppliers, etc) the on-going information and events in an irreproachable manner (English being the official language used on the program)
He/she is reporting directly to the Atlas / GRA Program Lead and works in permanent collaboration with the other Atlas & GRA stream leaders: Build, Training, Implementation, Communication, IT, etc.
Additionally, the Atlas Central Support Director will be accountable for:
- KPIs and SLAs weekly measurement
- Weekly reporting to the management
- All channels of communication with the Atlas & GRA community of Local Administrators (Support Level 1) and the Atlas / GRA solutions providers and partners (Support Level 3)
- creation of test scripts, execution of functional tests,
- creation and review of knowledge articles
The position of our Atlas Central Support Director is based in Paris area (France).
Qualifications
- Managerial and communication skills are key
- Professional with at least 5 to 7 years’ experience as Service Delivery Manager or similar role
- Ability to work in an agile environment with colleagues across different locations and cultures
- Well-organized, autonomous, and service-oriented mindset
- Able to manage emergencies and stressful situations at certain points of time
- Ability to quickly learn and apply new technical knowledge
- Knowledge and practice of Kanban method, familiar with Lean Management
- ITIL v3 and/or v4 Foundations certified
- Ability to work effectively without a permanent supervision
- Knowledgeable and experienced on ticketing solutions, ideally experience with ServiceNow or Zendesk
- Fluent English, both spoken and written
- French language is a plus
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