Service Delivery Manager
vor 7 Monaten
Avec plus de 200 collaborateurs, le Groupe ilem est une importante SSII en Suisse Romande.
ilem est spécialisée dans la gestion, la réalisation et l’optimisation des systèmes d’information des entreprises, garantit des prestations de qualité, apporte une expertise technologique, conçoit et développe des solutions innovantes implémentées en Suisse, en France et au Maroc.
Fondée sur des valeurs humaines fortes (Respect - Simplicité - Confiance - Qualité de Service - Ouverture d’Esprit) la stratégie d’ilem repose sur l’établissement d’un partenariat à long terme avec ses Clients et ses Collaborateurs.
Dans le cadre d’une mission longue durée pour l’un de nos clients genevois, nous recherchons un(e)
**Service Delivery Manager H/F**
**Description de la mission**:
Incident Management:
- Coordonner la gestion des incidents majeurs ;
- Assurer la communication sur incident majeur à destination des utilisateurs finaux ;
- Communiquer des points de suivi régulier sur incident majeur à destination des équipes IT ;
- Classifier la priorité et les responsabilités des incidents avec les correspondants IT ;
- Rédiger et communiquer les Post Incident Reports sur incident majeur ;
- Challenger les actions post incident à suivre dans le cadre du Problem Management ;
- Piloter, reporter et améliorer la gestion des incidents.
Problem Management:
- Identifier les incidents récurrents et les problèmes potentiels ;
- Assigner chaque problème à un Problem Owner ;
- Coordonner les meetings réguliers pour le suivi et la résolution des problèmes ;
- Suivre le portefeuille des problèmes majeurs ;
- Piloter, reporter et améliorer la gestion des problèmes.
Change Management:
- Gérer les demandes de changement en s’assurant qu’elle respecte les directives de notre client ;
- Accompagner les équipes IT dans le processus de gestion des changements opérationnels ;
- Contrôler les demandes de changement en production ;
- S’assurer de l’impact et du risque de tout changement sur le niveau de service ;
- Gérer les conflits de changements planifiés en production ;
- Préparer et animer les CAB meetings ;
- Piloter, reporter et améliorer la gestion des changements.
Coordination des opérations majeures en production:
- Gérer le calendrier global des changements majeurs ;
- Gérer les conflits de changements majeurs planifiés en production ;
- Préparer les opérations majeures d’infrastructure ;
- Définir une roadmap intégrant l’ensemble des jalons des opérations d’infrastructure en lien avec les IT Métiers ;
- Coordonner les opérations majeures en production ;
- Réaliser un retour d’expérience suite à ces opérations majeures sur la production IT.
**Compétences souhaitées**:
Compétences professionnelles:
- Maîtrise des bonnes pratiques ITIL ;
- Maitrise du suivi d’une production IT bancaire ;
- Aisance sur les outils bureautiques Microsoft.
Compétences techniques:
- Bonnes connaissances des concepts de traitements de production applicative dans un milieu bancaire et de leurs contraintes ;
- Connaissance des outils d’industrialisation et d’automatisation d’une production IT ;
- Connaissance générale des architectures techniques sous-jacentes à la production IT.
Compétences relationnelles:
- Capacité à communiquer ;
- Capacité à travailler en équipe ;
- Capacité à rendre compte et informer ;
- Capacité à écouter et prendre en compte les besoins d’un client ;
- Capacité à synthétiser les informations, reformuler/rédiger ;
- Capacité d’organisation ;
- Leadership ;
- Sensibilisation à la sécurité informatique dans un contexte bancaire.
**Expérience souhaitée**:
- Expérience significative au sein d’une équipe de Service Delivery Management (6 ans minimum) ;
- Bonnes pratiques ITIL.
**Compétences linguistiques**:
- Français **:Courant**
- Anglais **:Bon niveau**
Début de mission **:ASAP**
Lieu **:Genève**
6+ years
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