Service Production Manager

Contenu de l'offre Service Production Manager chez Chanel

Service Production Manager

As part of the Chanel One program, GDS (Global Digital Services) is willing to reinforce the management of Production and Run activities.

The Production Service Manager oversees 3 teams (40 persons):

Support team: 24/7 team dedicated to the production incident (qualification and resolution or workaround)
TMA team: dedicated to production issues resolution
Monitoring team: exploitation of monitoring tools to detect and prevent

YOUR MISSIONS:

•             Monitor the activity of all teams

•             Define and follow KPI (number of issues, platform availability, …)

•             Reporting and communication to the top management and stakeholders

•             Provide visibility

•             Service performance control and report

•             Service improvement recommendations

•             Participate to the Steering committees

•             Define and improve processes for incident management

•             Manage the resolution of major incidents

•             Identify the main points of failures, the main root causes of incidents, and manage their long-term resolution

•             Ensure the evolution of documentation

•             Coordinate external teams and service providers

•             Manage prioritization according to emergencies/needs

•             Ensure the consistency of the production changes and the proper coordination of scheduled interventions

•             Ensure the respect of the production "Freeze" and examine the requests for exemptions

•             Prepare and participate to the incident review meetings, propose and follow-up action plans for continuous improvement on incident response

•             Follow-up overall problem resolution, at process and content levels

•             Participate to RUN discussions during the scoping of the projects

YOUR PROFILE:

•             Strong experience in digital, web solutions and eCommerce domain

•             Strong experience in Production management

•             Ability to simplify complex problems and communicate them in plain language

•             Ability to work in a distributed environment with onshore and offshore teams

•             Good communication skills (verbal & written)

•             Problem-solving and troubleshooting skills

•             Autonomy & Proactivity

•             Eager to continuously improve and optimize

•             French written and spoken

•             Good level of English written and spoken

Based in Neuilly-sur-Seine.

Summary

Location: Neuilly-Sur-Seine

Type: Full time