Roquette Looking for IT Service Operation Manager at Mumbai, Maharashtra Full Time

People are at the heart of our strategy

A family-owned Group, Roquette offers a positive and attractive work and career environment, in which everyone can learn, develop, contribute to the overall company performance and be recognized for doing so.

“Digital is a key enabler of the company strategy, with the ambition to innovate in our business and operating models through the use of digital technologies.

Our strategic objectives are delivering superior customer experience, generating new sources of revenues and new business models, enhancing end-to-end operations productivity, supporting management performance and creating a great place to work for our employees.

If you want to be a part of a global and fast transforming team, working in a dynamic environment, join us!”

Job Description

Position Purpose:
The IT Service Operations Manager provides leadership of the ITIL Service Management implementation and support for:

Service Operation ( Incident and problem Mgmt ),

Service Design ( Service Level, Availability, Continuity, Suppliers/vendors Mgmt)

Service Transition ( Change, Configuration Mgmt ).

He drives the global Infrastructure and Operations managed services (contract and operations)

He ensures proper measurement, reporting; dashboarding and communication on IT service delivered.

He provides leadership to foster a service culture within the Global Digital department focusing on service excellence & promoting and measuring the Digital Employee eXperience (DEX)

He drives the operational monitoring of vendors/suppliers relationship (IT service providers)

Key Accountabilities

Global accountabilities:
Roll out and overall manage of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery

Identify, export and analyze data associated with ITSM processes and Digital Employee Experience, as required for KPI (Key Performance Indicator), CSF (Critical Success Factor) and Operational Metrics reporting, and document and present trending information and reports related to this analysis to all stakeholders in order to focus on Service excellence and improve User Satisfaction level

Is responsible for ITIL Service Management toolset and drive continuous improvements through automation and analytics

Promote ITIL best practices within the organization

incident, Service request, Service level , IT Operations control and Disaster Recovery

Manage Incident management process

Measure and improve the quality of the services delivered in respect of SLA’s with the Managed services SDMO

Implement KPI’s to manage “Managed services contract” SLA’s

Ensure the good process implementation and communication channels with Managed Services partner

Ensure proper communication, reporting, dashboarding, analysis of trends and recommendations on Incidents, Service requests, Service levels and Disaster Recovery tests

Conduct Critical Incident Reviews and present findings to the management

Support any major incidents through effective communication and coordination at all levels of the organization.

Manage the DRP tests, present findings and ensure execution of remediation plan if needed.

Service availability, Configuration and “managed services” Contract mgmt.

Ensure CMDB is up to date

Measure and report availability and performance of IT services / solutions

Ensure SLA’s are in place and validated by customers/users

Drive the “Operations Managed Services” contract with partners SDM ( volume of CI’s, respect of SLA’s, .. )

Vendor and Contract Mgmt

Drive the operational monitoring of vendors/suppliers relationship (IT service providers)

Manage the “administrative and financial” relationship with suppliers by ensuring the good execution of service steering committees, making use of technical and financial dashboards as well as complying with service commitments and requesting/negotiating potential penalties.

Is responsible for ensuring that IT services are produced to the required quality levels, at optimum cost.

Collect and report the budget utilization per suppliers

Provide insights to increase productivity of services / solutions provided

Change and Problem mgmt

Manage the Change and Problem management process

Ensure quality and timely review/approval of change records in accordance with established policies and standards

Run weekly CAB calls for change executions.

Run Weekly Problem committee for problem backlog follow-up

Ensure proper communication, reporting, dashboarding, analysis of trends and recommendations on Changes and Problems

Conduct Root Cause Analysis (RCA) of problems and present findings to the management

Ensure Global Digital management provide appropriate resource levels for problem resolution

DEX (Digital Employee eXperience )

Manage the DEX process and its governance

Perform the administration and manage the contract of the DEX platform

Ensure the standardization and consistency of the experience data’s retrieve by DEX tool.

Continuously monitor both hard metrics and employee sentiment, proactively identify potential issues that might impact IT health and cause problems for employees.

Develop the DEX “Advanced/Key Users” network and the service culture within the Global Digital in order to continuously improve the user satisfaction.

Develop innovative use cases for DEX management technology

Collaborate closely with other Global Digital teams (Infrastructure, Modern Workplace, Business solutions expert, BRM, Regional IT, …) , understanding their specific needs and determining how those needs can be met with new DEX initiatives.

Deploy and follow “Proactive Improvement plan” to increase the user satisfaction level.

Ensure proper communication, reporting, dashboarding, analysis of trends and recommendations on User level satisfaction.

Functional Competencies

Extensive knowledge of process and IT service management concepts.

Firm understanding of ITIL process guidelines, with specific focus on Incident, Problem and Change management

Experience working with Infrastructure and Application teams during critical issues

Strong written/verbal communications skillset

Strong interpersonal and teamwork skills.

Able to work independently with minimal supervision

Good knowledge on IT Services solutions delivered to customers and users.

Education:
Engineer: Degree of BAC + 5 or equivalent

Specialized in jobs in IT technology

Experience:
Minimum 7 years of IT infrastructure experience, with up to 4 to 7 years in IT Operations and/or IT User services management.

Specific requirements:
Root Cause Analysis technics

Experience with KPI’s tracking and dashboarding

ITIL Certifications (Foundation minimum)

Any certification on Digital Experience tool is a plus.

Roquette provides numerous career opportunities, thanks to the diversity of its jobs and their international dimension.

Joining Roquette means joining dynamic teams ambitious for success.

Add Your Talent to Ours!