Description
Job purpose
As part of the Global IT organisation you would join the teams that are performing the day to day coordination and governance of an IT Strategic Partner, You will be responsible for the governance of a Strategic Partner specifically on the Support part, ensuring that the quality of their work is timely, consistent, and aligned to their KPIs and SLAs
You will represent the business in the governance meetings with the partner where the Support part will be in scope, as well as in Continuous Service Improvement meetings and actions on the Support
Main tasks and responsibilities
*Monitor the quality and timeliness of the Strategic Partner work on the Incident, Service request, Support area and all activities related to maintenance including Small enhancement processes and release management.
* Timely escalate any potential issue to the Partner in order to get things back on track (focus in particular on high priority incidents)
* Challenge the Partner when the quality of incident resolution and Enhancement release is not up to the expected level
*Log Standard Changes to provider when needed
*Review and validate the Partner's reporting on the Support area as well on the release management.
*Review and validate the Partner's KPIs and SLAs on all activities related to the Support area and release management.
*Represent the business in the Continuous Service Improvement life cycle for Incidents and Service Requests;
* highlight the areas where improvement is expected, agree improvement plan with the Partner and follow up regularly
* Participate to CIM/P1 calls impacting the Strategic Partner
*Monitor and review the communication from the Provider to business IT for P1s and CIMs. Ensure the timeliness and quality of this communication.
*Define the release plan with the country for all activities related to Run (support and small enhancement) in relation with the project delivery team (global and local).
2
Personal attributes
*Good interpersonal relation skills, effective oral and writing communication skills
*Strong team player & coordination
*Experience with and sensitivity for different cultures
*An advantage:
*ITSM tool knowledge such as Service Now
*Functional knowledge with recruitment/CRM tools
*Knowledge of Salesforce environment
*Professional
Experience
*7 - 10 years of experience in an Application support role using Offshore model.
*7 - 10 years of experience in an international organisation.
*Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork. Good team spirit
*Ability to act under strong pressure and to manage efficiently crisis
*Ability to evaluate information, identify key issues and formulate conclusions
*based on sound, practical judgement, experience and common sense
*Education and training
*Bachelor to Master degree in Information System or in Business
*(University/business school) ITIL 3 certification
*Other requirements. Good to excellent command of English
*French or other languages is a plus
*Willingness and ability to travel.
Spring Technology is acting as an Employment Business in relation to this vacancy.
Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.