Key Responsibilities

1. Define, plan and organize the human resources and materials needed to deliver running activities relative to the domain:

* Play the role of primary advisor in the area he is responsible for services.
* Facilitate the exchanges with the other ISS departments (Infrastructure, security, business service delivery, regions, … )
* Provide guidelines to the IT Regional Support Specialists ensuring that a customer service focus is always maintained
* Participate to the deployment of the roadmap definition for new Softwares, and manage the global software compliance.
* Participate in the new software deployment projects, and provides asset management services to the region
2. Follow team activities and capacity planning

* Ensure that resources in the team are correctly assigned to their appropriate tasks
* Propose and/or validate Training requests (yearly)
* Make employees appraisals (yearly)
* Take care of career evolution of his team
* Organize the Team meetings to ensure a correct communication
* Ensure that the time tracking of the team is completely done at the end of each month.
3. Responsible for his domain budget, Forecast and Actuals

* Validate the monthly accruals
* Elaborate Domain budget and forecast in line with the corporate process Financial Forecast
* Participate to the third parties contracts elaboration and make the follow-up
* Ensure the activities cost follow-up in line with the budget
4. Outsourcing contract follow-up

* Ensure that Outsourcer respects their duties to reach an upper level of service
* Accountable for the Service Level, CSAT and ESAT (Customer and Employee Satisfaction)
* Provide global dashboard for contract performance (Service Level Agreement) to identify strengths and weaknesses
* Ensure that Governance is executed as per contract (on both sides) in particular Quality Plan, Scope of Work, Service Convention, security compliance
* Organize and animate contractual committees (steering committees)
* Contribute to define and follow a shared management action plan per outsourcer
* Responsible of contractual document updates including Service convention and quality assurance plan
5.  Ensure Continuous Service improvement

* Warrant of internal processes consistency used in infrastructure or front office to deliver service
* Identify progress plan to have a lean delivery
* Be a referent for ISS & ITIL best practices in ISS department
* Management of a support cell in charge of major incidents management (in Infrastructure Department)
6. Define and follow actions plan linked to any improvement plan (ERA, Internal Control, ISS Surveys, Security audit,…)
7. Communication (internal,external to ISS, providers)

* Provides reporting and metrics on performance of service
* Participate to the Outsourcer Steering committees
* Provide Regular Reporting to his (her) ISS director (achievements, issues, next steps
Qualifications
1.    Mandatory skills:

* Experienced with the full ITIL process (ITIL Foundations certification optional)
* Team Management skills
* Solid oral and written communication. Ability to convince
* Flexible and ‘adaptable’
* Strong analysis and synthesis skills
* Fluent English
2.    Additional skills:

* Deep knowledge of IT solutions in his/her domain
* 5- 8 years of experience in IS/IT application or in an IT organization
* Operational experiences in the related functional aera is a strong plus.
* Education background in IT

其他信息

行业要求：全部行业