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Is Service Management Officer

2 weeks ago

Singapore Servier Full time

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Au sein de la DDSI, rattaché (e) aux opérations applicatives, et en lien étroit avec les BRM (Business Relationship Manager) / BA (Bussiness Analyst), SO (solution owner), DM (demand manager), Product Owner, les équipes Projets et Programmes et l’équipe de Vendor Management, le Service Manager (H/F):

- Est responsable de bout en bout de la disponibilité, la fiabilité et la pérennité des services applicatifs de son scope de responsabilité.
- Pilote opérationnellement le contrat de services (gestion capacitaire) dont il a la responsabilité.
- Définit les indicateurs et garantit auprès des BRM/BA/SO/DM les niveaux de services contractualisés.
- Anime le pilotage de la qualité de service délivrée par les partenaires (définition de KPI, respect des SLA).
- Produit des reportings uniformisés vers ses interlocuteurs et les directions métier.

**MISSIONS**

**Rattaché (e) au Global Service Manager, le Service Manager(H/F) aura pour rôle de piloter la** **qualité de service de l’infogérant, dans un contexte de run applicatif (TMA)**:

- Responsable de la qualité de service délivrée (reportings ).
- Anime au quotidien le pilotage de la qualité de service délivrée par les partenaires RUN (suivi des performances, KPI définis, respect des SLA ).
- Produit et analyse des reportings uniformisés.
- Développe et anime la communication et les bonnes relations avec l’ensemble de ses partenaires internes, en particulier les partenaires consommateurs des services du centre de services.

En complément de ses activités, le Service Manager est en charge le suivi de la qualité de service de son périmètre de bout en bout (infogérance applicative, infogérance infra, équipes de support internes, etc ) et du suivi du plan d’évolution du patrimoine applicatif dans un contexte : RUN
- Assurer le relai avec la Direction Application BSS pour les prises de décision.
- Suivre les plans d’améliorationde la Qualité de Service par différents moyens existants ou à faire évoluer.
- Évaluer les impacts, les priorités et les enjeux business.
- Garantir une communication maîtrisée et adaptée nptamment auprès des responsables de la Direction Application.
- Déclencher les alertes et escalades sur les événements à fort impact.
- Suivre les plans d’actions liés aux événements critiques.
- Suivre les évolutions majeurs et mineurs avec un planning de release précis.

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