IT Services Performance Manager - H/F

Contenu de l'offre IT Services Performance Manager - H/F chez Rexel

IT Services Performance Manager - H/F

The Rexel Development entity brings together the Rexel Group's support functions. The Digital, IT and Data teams that make up this entity are responsible for steering the global IT plan, maintaining common applications and infrastructures (data centers, finance/HR applications), providing services and applications to support strategic initiatives (Digital, Data, Data Integration), pooling services around common tools in the countries (ERP/CRM), and finally supporting the countries in some of their local projects.

As such, Rexel Development's IT Department for the group is looking for a IT Services Performance Manager

Description of the mission

Your role

Reporting directly to the Head of Group IT Services and Performance, the IT Services Performance Manager will be responsible for :

Maintain Group IT service catalogue
Define and follow the levels of performance for all key group applications
Define and follow the expected levels of performance for IT group key contractors
Drive Performance Continuous Improvement program

Your activities

Drives all activities required to set-up and maintain services within the Rexel Group IT including but not limited to :
Collaborative work with the service owners to identify new services and keep service catalogue up to date
Service definition including Operating model between Group and Countries for running the service,
Defining services levels of performance, including KPIs, SLOs and SLAs
Ensure good visibility and understanding of Service Catalogue to countries
Work closely with the It and Digital Adoption team to ensure that minimum standards for managing vendors are effectively designed and used to drive vendor performance
Define and manage the minimum ITIL standards that all vendors are expected to follow so that they can be used in sourcing activities to drive consistency in the way Shared Services are managed
Ensure that Services performance is consistently measured by implementing regular review of the metrics. Identify opportunity for improvement
Create and maintain KPI dashboard with the support of a dedicated person working on the topic

Landscape

Works and coordinates with all group IT teams (Build factories, Project and Service Management, Infrastructure, security, architecture and country support).
1 dedicated resource working from Dallas

Required skills & target profile

ITIL certified
Minimum 8 years experience with a strong focus on ITIL and performance definition and monitoring projects
Should have experience in IT ticketing tool like Jira and KPI visualization dashboards such as Power BI
Great capacity to work on a multi-country / multi-cultural environment. Experience required
Excellent English (written & spoken)

Additional details :

Contract : Permanent contract, full time (CDI)

Start date : As early as possible

Location : 13 boulevard du Fort de Vaux, Paris 17ème

Homeworking : this position is eligible for homeworking










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