Gestionnaire de services

Responsabilités

• Establish and manage the roadmap for managed services.
• Ensure implementation of security guidelines and internal processes for quality delivery.
• Prepare and lead operational committees with users and partners.
• Participate in projects impacting managed services.
• Develop and maintain service delivery indicators.
• Maintain configuration elements in repositories (CMDB, service catalog).
• Communicate on the service, its objectives, SLAs, and scope.
• Conduct risk reviews and define mitigation plans.
• Identify evolution needs, anticipate changes, and support their implementation.

Profil recherché

• HES diploma, IT license, EPF, or federal diploma.
• ITIL V3 certification (minimum mandatory).
• 3+ years experience in IT product or service management.
• Experience on at least one project with multidisciplinary technical teams.
• Operational mastery of ITIL best practices (incidents, changes, SLA).
• Solid technological culture in storage and backup.
• Proven experience in coordinating complex incidents and operational risk management.
• Organization of cross-functional team work in a matrix environment; steering and reporting; participation in audits.
• Excellent written and oral communication in French.

Atouts

• Experience ideally in a complex or regulated environment.
• Appreciation of criticality, data protection, roadmaps, solution costing, SLA negotiation, public procurement (AIMP).
• Leadership, service mindset, synthesis spirit.