Service Delivery Manager
vor 3 Wochen
**Informations sur le poste**:
État/Province
- Vaud
Ville
- Lausanne
Pays
- Switzerland
Code postal
- 1014
Secteur d’activité
- Public Sector and Government
**Description du poste**:
Analyser l’environnement « demandes de service » puis suggérer la méthode adéquate à appliquer pour favoriser la bonne marche opérationnelle.
Déterminer des métriques et indicateurs nécessaire à la mesure de la qualité des prestations fournies aux entités bénéficiaires.
- Mettre en place des rapports permettant d’identifier les axes d’améliorations et les actions à entreprendre.
En collaboration avec le pilote de processus « gérer les demandes de service » et l’équipe exploitation de service (EDS), analyser et suggérer un plan d’action pour améliorer la satisfaction et la compréhension de la prestation auprès de nos entités bénéficiaires.
Proposer et élaborer une stratégie pour veiller au respect des OLA.
Définir le périmètre ainsi que les spécifications appliquées à celui-ci afin d’identifier les métriques et indicateurs clés de mesure de performance (tableaux de bord) permettant d’entreprendre des actions d’amélioration continue.
Accompagner le pilote de processus « gérer les demandes de service » dans l’élaboration, l’analyse et la mise à disposition de rapports permettant d’identifier les axes d’amélioration et mettre en évidence les résultats de ceux-ci.
Décrire les solutions appliquées par la rédaction et la mise à jour des procédures/modes opératoires dans le respect des directives et concepts en vigueur. Mettre en oeuvre des mesures permettant de garantir la fourniture des prestations dans le respect des OLA et à satisfaction des entités bénéficiaires.
Rédiger un livrable (rapport d’intervention) qui met en perspective l’analyse, les variantes, les actions retenues et bilan de celles-ci.
**Profil**:
- Bachelor en informatique ou équivalent (exigé)
- Certification ITIL (exigé)
- Business analyste certifié IIBA, IREB ou équivalent (souhaité)
- Certifié Hermès ou équivalent (souhaité)
- Formation en management (souhaité)
- Minimum 5 ans d'expérience dans des missions similaires.
- Bonnes connaissances informatiques (multi-domaines) au sein d’un environnement informatique complexe.
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