IT Service Manager

As part of the Tech & Data team, we are hiring an IT Service Manager.

The ITSM will have to coordinate SCOR Service management activities which includes Incident / Problem / Change; continuous improvement process; Performance monitoring; Business Continuity Plan; Adapting our Service Management ways of working to include best practices, comply with regulation and respect the proportionality principle; Contribute to the definition & implementation of the IT Asset Management framework.

The role needs to have a client-oriented mindset, to be problem-solving oriented and openminded to work closely with various stakeholders.

The IT Service Manager is a key member of the IT Department and will join a dynamic motivated team that aims on keeping SCOR systems running to minimize downtime.

As the ITSM of SCOR your roles consist in :

• IT Incident management- coordinating between teams and helping to minimize downtime.
• IT Service Management processes animation, coordination and monitoring (from incident management to root cause analysis, and problem resolution). Including the reinforcement of this role within SCOR and its evolution.
• Implement, maintain and foster a continuous improvement approach.
• Collaborate with Risk & Security teams to handle the business continuity management, with the objective to define a risk-based business continuity process, from strategy to plan and testing, in line with business risks and objectives.
• Ensure that Service Management best practices (like ITIL for example) are in place, including the appropriate tools to support it, documented and pragmatically adapted to SCOR environment, and make them evolve to comply with evolving regulations like DORA.
• Plan, Organize and animate regular governance to inform, manage and escalate ITSM topics.
• Coordination with Transversal teams.

The role needs to have a client-oriented mindset, to be problem-solving oriented and openminded to work closely with various stakeholders (Solutions Owners, Technical teams – OpSec, Production, etc.).

The IT Service Manager is a key member of the IT department. It is key to be part of this collective, to be curious about all the other topics managed, as part of the new Operating Model inspired by Agile principles, the team members should be to help each other and get some help depending on the workload, priorities & emergencies.

Main responsibilities :

• Perform incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, client-facing issues, MS Azure.
• Ability to analyze a high volume of technical data to identify incident trends and solutions while working in a high-pressure and fast-paced environment.
• Strong leadership and decision-making skills to guide and monitor and guide the incident to resolution.
• Oversee and manage every aspect of the incident, starting with its assessment and leading up to its resolution.
• Respond to reported service incidents, identify the cause, and initiate the incident process.
• Produce documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
• Prioritize incidents according to their urgency and influence on the business teams.
• Collaborate with the incident management team so all protocols are diligently followed.
• Keep Communications with upper management if necessary.
• Interact with users who open IT support tickets throughout the incident lifecycle, from initial impact assessment to follow-up after the incident is closed. Coordinate with Help Desk teams to keep them informed of the issues.
• Log all incidents and their resolution to identify and prevent recurring malfunctions.
• Conduct diagnostics, data collection, and troubleshooting activities to identify and resolve technical issues.
• You will ensure the proper coordination across the stakeholders that contributes to Incident response (Operations, Business Continuity, Disaster Recovery, …).
• You will develop & reinforce the Incident Management within SCOR in a context of regulation strengthening (ex : DORA).
• For critical incidents requiring immediate action (cyber attack, security incident, etc.), set up and coordinate the crisis unit with all appropriate stakeholders, ensuring communication is done at the right level and operational actions are implemented by the experts, and ensure the post-incident documentation / analysis is established.

Performance and availability monitoring :

• Analyse performance metrics and key performance indicators (KPIs) such as availability, slowness, bugs, business impacts, etc. to identify room for improvement in service delivery and incident management.
• Improve SCOR ITSM KPIs and build new ones to ensure a 360° monitoring of the ITSM topics.
• Maintain documentation related to incidents, resolutions, and quality standards for reference and analysis.
• Regularly report on service quality, incident resolution, and performance metrics for management review.
• Collaborate with cross-functional teams to address and resolve incidents, ensuring effective communication and coordination.
• Gather and analyze customers feedback to identify trends and room for improvement in service quality.
• Implement continuous improvement initiatives to enhance service quality and efficiency, define action/remediation plan to permanently fix recurring issues.
• Recovery management: define and test advanced scenarios beyond usual DR scenario (with cyber attack for example).

Business Continuity Plan

• Support overall Business Continuity (BCM) process by ensuring that the required IT resources can be recovered within business-related, agreed upon, time frames.
• You will own and maintain the IT Service Continuity Management (ITSCM) Process and Plan. Ensure the organization IT resilience capability, aligned with Business Resilience requirements through continuous improvement. Monitor IT Disaster Recovery/failover services performance, identifying issues and remediation activities. Ensure service continuity documentation quality and regular maintenance, notably in liaison with IT Disaster Recovery manager in charge of IT recovery plans and procedures. Develop Tech & Data business continuity plan.
• You will coordinate the development and delivery of the IT Service Continuity testing strategy, exercises approaches, scopes and schedule. Ensure alignment with Risk Management, validation by operational teams and business stakeholders. Ensure, and where appropriate, participate in end-to-end testing for Service Continuity exercises, recovery exercises, as per the defined and agreed upon schedule. Obtain service recovery assurance from third party service providers through participation to resilience testing and/or the provision of BCM reports as per the contractual obligations.
• You will work closely with Problem Management, Asset Management, operational teams (including Disaster recovery) as well as BCM and Risk Management to maintain a consistent operational risk and threat-oriented approach.

Best Practices & Process

• You will analyse the gaps between SCOR and market best practices (ex: ITIL) and propose pragmatic evolution to reinforce SCOR ITSM framework.
• You will formalize SCOR ITSM processes framework ensuring they remain adapted to SCOR environment and comply with evolving regulation (keeping the proportionality principle).
• You will contribute to tooling evolution (with the Product Owner) to ensure it adapts to SCOR ITSM needs.

Governance & communication

• You will Plan, Organize and animate regular governance to inform, manage and escalate ITSM topics.
• You will collaborate with Governance Office to define the target training plan: train teams on incident response procedures and quality standards, fostering a culture of continuous learning.

Collaboration with Transversal team

• You will maintain a close collaboration with IT transversal function such as IT Asset Management, Operations, Financial Controlling, Security & Compliance… in order to ensure that SCOR IT Service Management evolves with its environment & needs.

Required experience & competencies

• 8+ years of experience working in an IT department.
• Strong experience in IT Service Management and/or infrastructure service delivery.
• Extensive knowledge ITSM Frameworks (ex: ITIL).
• Exposure to MS Azure, Windows and Linux OS.
• Experienced in process modelization & reengineering.
• Skilled in governance organization & animation.
• Used to build and run reporting to monitor & communicate on service performance.
• Experienced in using Service Level Agreement (SLA) to guarantee proper and professional support parameters.
• Experience with Service Now is a plus.
• Positive energy, responsiveness, adaptability and team spirit.
• Excellent communications and people skills, including presenting, facilitation, networking, active listening and open minded.
• Demonstrate leadership and collaboration skills to bring teams together with experience in atricial organization.
• Results-oriented and problem-solving.
• Ability to synthesize.
• Curiosity and a taste for exploring operational issues with pragmatism.
• Work both independently and in a team.
• Know how to combine methodology, rigor and flexibility: pragmatic approach to work.

Prioritize actions according to value and impact.

Education

• Bachelor's or Master's Degree in Software engineering/computer science/MS/Engineering or related discipline or equivalent experience.