The role involves managing the outsourced service centre, guaranteeing the performance, quality and compliance of the services delivered by the service provider in accordance with the contractual commitments (SLA). The job also involves managing and formalising the IT Department's cross-functional processes, so that each IT Department team can work together and with the service centre on the basis of defined procedures, processes and responsibilities.
Processes, documentation and transition :
- Formalise cross-functional processes between internal IT teams
- Modelling the processes in order to integrate them into the ITSM tool
- Supporting in-house teams when delegating services to the Service Centre and defining the inherent processes
- Actively participate in transitions and improvements to the BUILD2RUN process
- Ensuring that procedures are correctly transmitted to the Service Centre when services are delegated, and that they are kept up to date to facilitate reversibility.
- Initiate and lead campaigns to review internal procedures and those transmitted to the Service Centre.
Coordination & communication:
- Acting as the main point of contact with the IT Department for service monitoring.
- Ensuring smooth, proactive communication between internal teams and the CDS
- Coordinate multi-party actions
Governance of the Service Centre
- Maintain and develop the existing service agreement
- Ensure compliance with the service agreement
- Help the IT Department to adjust the scope of the agreement or renegotiate it if necessary, depending on developments
- Actively participate in its renewal (amendment, call for tenders, etc.)
- Review contractual indicators
- Participate in COTECHs and lead COPILs
- Validate the procedures drawn up by the CDS and ensure that they are maintained
- Maintaining the Services catalogue and monitoring changes
Management:
- Implementing appropriate and relevant management indicators to assess the performance of the service centre and the IT Department
- Monitor and analyse the KPIs and SLAs (resolution times, ticket volumes, etc.) defined upstream.
Continuous improvement:
- Train new IT staff on the ITSM tool (GLPI) and know how to present the CDS
- Raise staff awareness of best practices and processes
- Implement means to assess user satisfaction
- Coordinate the creation and monitoring of SLAs
- Monitor the weak points of the CDS and anticipate drifts
Projects:
- Participating in project committees to assess future impacts on the CDS
- Reading and validating documents during the transition phase (or at the start of the project)
- Advising and supporting project teams in the creation of procedures for the CDS (format, content, role, etc.)
