About the mission
We are looking for a Senior Project Manager to lead the reorganization of IT support services. The role involves analyzing current processes, designing a Target Operating Model, and implementing ITIL best practices. Strong leadership and communication skills are essential.
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Description
The Operations Department (DEX) of SPW DIGITAL has defined a number of processes inspired by the ITIL framework. These processes constitute the core business of the IT Support team for users. This team consists of fewer than 15 people, including process managers, the first-level Service Desk (an outsourced activity managed by the definition of performance objectives), and the preferred support for the Service Desk.The sub-poles of Operations Management and Compliance, IT Support for Users, Production Infrastructures, Application Platforms, and Individual Equipment, Projects, and Infrastructure Architectures constitute the Operations Department.
Various organizational adaptations are underway to strengthen the user service orientation.
Moreover, the service offering of SPW Digital is presented through a service catalog. This catalog includes a description, scope, guaranteed service levels, and the activation procedure for each of the available services. This catalog is regularly updated.
To support its ITIL processes, SPW DIGITAL has also equipped itself with a unique ITSM tool, JIRA Service Management, which allows for the centralization of all service requests as well as performance control of services and processes. These controls rely on regular reporting and the implementation of SLAs. This tool is interfaced with a number of repositories. These repositories will constitute the pillars of our CMDB. The automated discovery and collection of assets and their main attributes are also the subject of projects aimed at complementing the CMDB and improving the quality of its data. Data related to service orders as well as goods – hardware and software are ensured by a specific application called SOOLID. Data related to delivered tangible and (eventually) intangible goods are recorded and inventoried in the CMDB so that the operations teams can associate the useful data for this operational exploitation.
Mission Description
SPW Digital is currently conducting a transformation program for proximity IT support. This currently relies on approximately 370 Local IT Correspondents (CIL), business agents who provide informal IT support in addition to their main missions; as well as an outsourced service desk.This model currently shows its limits and generates several structural inefficiencies: lack of complete traceability of interventions (shadow support – masking part of the incidents and problems), decentralized and non-homogeneous management of equipment, heterogeneous skill levels, underutilization of Jira Service Management, and an insufficiently structured and governed knowledge base.
The target model aims to professionalize and industrialize support by relying on a strengthened central Service Desk playing a role of a single point of contact (SPOC), local points of contact, and an approach favoring self-service and a robust Knowledge Base. It also provides for structured collaboration with other SPW entities, as well as the establishment of a formalized Target Operating Model (TOM), integrating clear roles and responsibilities (RACI), service commitments, performance indicators (KPI), and governance.
Activities and Deliverables
Expected activities and deliverables include, but are not limited to:Analysis & Diagnosis: mapping of CIL activities, classification (keep / transfer / automate / pool / eliminate), measurement of the real cost (~400 people partially mobilized), analysis of escalated tickets, identification of CIL profiles;
Design of the Target Operating Model: writing TOM, defining the local contact point model, first-level service catalog, CIL authorization levels, asset management;
Definition of Jira Service Management configuration needs: for example, guided forms in business language, ultra-fast CIL forms, QR codes on critical equipment, CMDB updates, governed Knowledge Base;
Change Management: plan based on a model, for example, ADKAR or Kotter by population, communication to management;
Training of stakeholders: training current and future stakeholders in ITIL and the new organization implemented;
Management & Governance: project management with an iterative approach (avoiding the big bang interrupting the service) and a holistic vision (global vision from the first iteration); pilot phase (MVP) with before/after measurement; KPI dashboard; transversal governance; improvement plan in waves.
Soft Skills
Leadership
Communication and simplification
Managing resistance and supporting people
Ability to work transversally
Value and results orientation
Risk management
Good rapport with colleagues, polite and constructive
Evaluation Method
The ITIL 4 Managing Professional certification is mandatory.Project management certification is mandatory (Prince2 or equivalent).
Required experience will be used as an exclusion criterion based on CV.
Specific project-related questions will serve to exclude candidates.
Languages
French (Proficiency C2)
Candidates meeting the criteria will be interviewed based on the mission sheet to verify the expected technical and behavioral skills.
What you'll do
- Analyze & Diagnose: map CIL activities, classify (keep / transfer / automate / pool / eliminate), measure real cost (~400 people partially mobilized), analyze escalated tickets, identify CIL profiles
- Design the Target Operating Model: write TOM, define local contact point model, first-level service catalog, CIL authorization levels, asset management
- Define Jira Service Management configuration needs: guided forms in business language, ultra-fast CIL forms, QR codes on critical equipment, CMDB updates, governed Knowledge Base
- Conduct Change Management: plan based on a model, e.g., ADKAR or Kotter by population, communication to management
- Train stakeholders: train current and future stakeholders in ITIL and the new organization
- Manage & Govern: project management with an iterative approach, pilot phase (MVP) with before/after measurement, KPI dashboard, transversal governance, improvement plan in waves
What we're looking for
- ITIL 4 Managing Professional certification is mandatory
- Project management certification (Prince2 or equivalent) is mandatory
- Experience in organizational change management
- Experience with CMDB / Asset Management
- Experience in ITIL process management
- Experience in IT Service Management
- Experience in Knowledge Management
- Experience in KPI / SLA Management
- Experience in Service Catalogue Management
- Experience in Target Operating Model (TOM) design
- Experience with Jira Service Management
Skills
- JIRA Service Management