Responsibilities - your mission

You will deliver and deploy IT products and ensure services with an end-to-end accountability in conjunction with the Digital for Sourcing and General Procurement Product Manager. As a Service Delivery Manager, you are accountable for the End to End Services and associated Contracts.

Your missions will be to:

• Be responsible of the Product availability and reliability,

• Focus on added value and efficiency of the Product,

• Contribute to the strict respect of Time, Cost and Quality of Product delivery including associated services,

• Managing the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs) and maintaining the global robustness of the Product in Operational condition in line with OLAs/SLAs,

• Negotiating contracts with the various business domains or customers and in alignment with the IT Product Manager,

• Ensure a continuous improvement of the services and integrating also in its landscape new Services opportunities.

Your main tasks and responsibilities will include to:  

• Define the Service and Product Lines descriptions, the SLA, OLA contracts and KPIs together with the various involved business domains in agreement with the product manager

• Maintain the infrastructure in operational condition in line with OLA/SLAs,

• Ensure services are delivered in accordance with agreed customers requirements and that they continue to meet or exceed expectations

• Monitor and tracks system performance against negotiated service-level agreements,

• Manage actions for mitigation in case of non- fulfillment in agreement with the product manager

• Monitor both insourced and outsourced teams and activities (in conjunction with contract management done in the sourcing teams),

• Communicate improvements, updates and obsolescence management of components to the IT Product Manager,

• Provide adequate support, 5 days per week at least, depending on the needs of the company and the use of automated scheduling and remote monitoring,

• Perform the ITIL based support processes that include incident, problem, change, configuration, data management, and event & alert management,

• Analyze and diagnose system failures then take corrective action(s) in order to ensure the continuity of operations, escalating to other technical teams and stakeholders as needed,

• Continuously realign the targets using Key Value Metrics on the business value delivered by the Product to the Customers,

• Identify and implement technologies and processes that improve the reliability, efficiency and availability of the systems environment (including Public cloud)

Requirements - our ideal candidate will have

• Degree in IT, Engineering or Management

• &43; 1 year of experience working in service delivery, service level management, solution performance, product/service planning, component integration, solution deployment, testing, user & change support, incident & problem management

• Knowledge of SAP MM

• Knowledge of Coupa, Splunk and ServiceNow software would be a plus

• Full mastery of Google Suite 

• Strong customer-oriented attitude focused on Customer Expectations & Needs understanding

• Deliverable-driven, able to work with short deadlines 

• Good analytical skills with an ability to switch from big picture to detailed view, and to give meaning to complex facts and figures

• Ethics and compliance adherence is a must, with a clear understanding of rules around data confidentiality (e.g.,Procurement process, General Data Protection Regulation (GDPR), etc)

• Good communication and presentation skills and the ability to create trustful relationships quickly in a remote work context and maintaining a broad network within the Digital and Procurement functions

• Fluency in English is a must, knowledge of French is a plus