IT Service Manager (Responsable Technique)

Contenu de l'offre IT Service Manager (Responsable Technique) chez Serco Europe

Job Introduction
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.

Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 100,000 colleagues globally who are equally as passionate about delivering great service as you.

Main Responsibilities
As part of our outsourcing contract with one of our customers in French Guiana, Serco Europe is offering an assignment for one IT Service Manager (Responsable Technique).

Under the direct responsibility of the Agency Manager, the IT Service Manager (Responsable Technique) of our IT services contract will be responsible for the following (non-exhaustive) list of tasks:

General management:
Guarantee the technical execution of services that are entrusted to him/her
Guarantee that the organisation, the resources, supporting tools, services and adequate procedures are made available for the contract staff and their supervisors to enable them to fulfil their tasks correctly
Ensure continuous technical and operational support
Ensure the interface with the customer for everything related to the “technical” performance of our services (excluding the commercial, financial or contractual aspect) and bring forward proposals
Prepare and conduct different contractual and operational meetings with our customers and/or partners (including writing and communicating technical and operational reports by respecting deadlines)
Participate in coordination meetings with our customer

Technical management:
Understand/anticipate the technical demands of our customer and propose tailored solutions
Coordinate and monitor technical projects in cooperation with the customer and with the technical support of the contract (Serco or partner)
Ensure a periodic on-call service
Ensure a proper performance of corrective and preventive maintenance tasks
Prioritize actions, verify the conditions for intervention
Obtain and verify the intervention and/or maintenance reports
Control the quality of services in compliance with the schedule , the requirements, specifications, updates in documentation and feedback
Establish and monitor performance indicators
Ensure the operational administration of GMAO and the implementation of updates on maintenance plans
Propose developments and improvements of the GMAO tool and other tools related to the services
Ensure the effective management of the customer’s equipment obsolescence

Team management:
Manage and distribute the workload within the teams
Provide and explain work instructions and procedures
Supervise all contract personnel with the support of management (recruitment, training, annual appraisals, performance checks, career development)
Identify possible recruitment needs according to workload and participate in the candidate selection in cooperation with the Agency Manager
In general, manage teams closely with the Agency Manager and the HR service

Quality assurance (QHSE)

Ensure that the “Corporate” demands of the group are met
Guarantee the respect of hygiene and security rules (including those of the customer)
Identify risks and take all necessary actions to reduce or eliminate them

The Ideal Candidate
Ideally, the selected candidate will meet the following main criteria:

At least 5 years of experience in an outsourcing role in a heterogeneous technical environment (Windows, Unix)
Formal qualification (engineer or senior technician) and technical experience in one or various IT areas
Knowledge of GMAO, ITIL methodology, project management, ISO standards
Strong experience with outsourcing contract management
Experience with technical team management
Ability and willingness to build balanced and respectful relationships within multicultural teams but also on a higher level with clients and partners
Strong and proven experience in a technical interface with demanding clients and strict respect for established procedures
Strong and proven experience with managing “small” technical and multicultural teams (around 15 people)
Service-oriented mindset
The role requires perfect knowledge of French (spoken and in written), very good knowledge of English is an asset

Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.

Data Protection:
When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

About The Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 100,000 employees worldwide.

Package Description
This position can be offered as a permanent contract.

The selected candidate will benefit from the posted worker status conditions (salary and applicable benefits) during his assignment.​

Relocation assistance provided (if applicable).

Full details on application.