Service Manager (mwd)

The Service Manager is responsible for managing the services agreed with the beneficiary listed in his/her portfolio.
He/She ensures that these services deliver the expected operational quality and oversees the transition of IT project deliverables into service mode (service readiness) to ensure a controlled golive.

Responsibilities

1) Steering portfolio services (operational quality)

• Ensure service governance with the beneficiary: committees reviews minutes followup of decisions and action plans.
• Define/maintain with stakeholders the expected operational quality: service expectations control points priority irritants improvement roadmap.
• Monitor operational performance and coordinate corrective actions with contributing teams (competence centers support operations).

2) Beneficiaryoriented RUN followup

• Monitor and manage incidents and catalog requests related to portfolio services (trends pain points actions).
• Handle escalations/complaints: qualification coordination decisions in service committees followup until closure.
• Structure escalations (who / when / how) including communication during critical situations.

3) Service readiness for project deliverables (project service)

• Define and oversee a service readiness framework for IT deliverables entering RUN: operational acceptance criteria roles handover documentation.
• Ensure that deliverables are operational before production / service entry including:
  • operating procedures
  • support model (contacts hours escalation)
  • monitoring/alerting and trigger criteria
  • minimum documentation (config dependencies known issues)
  • applicable continuity and security requirements.
• Coordinate resolution of prerequisites with project and RUN teams and manage blockers until readiness is OK.

4) Service reporting

• Produce periodic managementoriented reporting usable in service committees.
• Ensure consistency of required data (ticketing/internal repositories) without replacing toolowner teams.

Expected Deliverables

• Governance cadence and committee materials (agenda minutes action plan escalation log).
• Monthly dashboard (the 3 KPIs key highlights actions).

Service readiness checklist go/nogo decision for service entry.

Qualifications :

Profile

• Confirmed experience in managing IT services in RUN mode (Service Manager / Service Owner / SDM / IT Service Management).
• Experience in multistakeholder environments (competence centers support operations project teams).
• Ability to manage beneficiary relationships (listening expectation setting arbitration clear communication) including during escalations.

Key Skills

• Service management (ITIL): expertise in Incident / Request / Problem / Change practices service governance continuous improvement.
• Operational management: prioritization action tracking crossteam coordination dependency management.
• Service readiness / project service transition:
  • handover organization
  • operational readiness verification (support monitoring documentation procedures)
  • management of prerequisites and blockers until ready.
• Client orientation: committee facilitation synthesis ability to translate technical aspects into service impacts.
• Quality orientation: rigor tracking simple indicators resolving irritants and escalations until closure.

Tools (Expected)

• Ticketing/ITSM tool (e.g. ServiceNow or equivalent).
• Office tools (Microsoft 365 Excel/PowerPoint/Word).
• Basic knowledge of monitoring/supervision tools.

Certificates

• ITIL Foundation (v3 or v4).
• Basic project management certification (Prince2 or equivalent): asset for transition/readiness topics.

Additional Information :

All our positions are open to people with disabilities

Remote Work :

No

Employment Type :

Full-time