Service Delivery Officer Contrat : Freelance

Référencée au sein de nombreux grands comptes en tant que fournisseur de prestation IT, Excel Management Conseil est une société de services en informatique existante depuis plus de 10 ans.

Riche d’une expérience significative en France et en Europe, notre groupe E.X.M.C se positionne en tant qu’acteur majeur sur le marché des sociétés de services en ingénierie informatique.

Nous intervenons à la fois sur des périmètres Métiers, Techniques et Opérationnels. Notre groupe affiche un effectif de plus de 300 collaborateurs disponibles et mobiles.

Nous sommes structuré autour de Quatre Pôles :

• Le Consulting et Assistance à Maîtrise d'Ouvrage (MOA, AMOA) dédié Banques, Finance, Assurances.
• L’ingénierie applicative (La maîtrise d'œuvre de projets informatiques (MOE), Ingénierie de développement, TMA, TRA, …)
• La production et les infrastructures (Ingénierie, Assistance Technique infogérance, architecture systèmes et réseaux, sécurité, cyber sécurité , Digital…)
• L’Informatique Décisionnelle et BIG DATA (Architecture(Avant-vente/POC/ Pilotage Projet) , Développement, Expertise (Hadoop,NoSQL, …))

Department and Service Quality Core Activities 1. Change Management:

• Administer the various IT change management committees (Change Advisory Board) undergoing evolution and improvement in 2025.
• Ensure proper declaration of changes in the Tribe CAB and verify compliance with prerequisites for waiver requests.

2. Incident Management:
• Identify, communicate, and submit incident reports within 30 minutes and provide regular updates on their progress.
• Participate in conducting Post-Mortems for major incidents and track improvement actions.
• Contribute to the adoption of new tools and processes.

3. Monitoring:
• Assess the current state of monitoring for major incidents and improve monitoring pathways.
• Accelerate incident detection to proactively inform users.

4. Continuous Improvement:
• Identify business irritants and propose solutions to reduce user requests.
• Promote continuous improvement actions and collaborate with other teams to optimize processes.

5. Control and Compliance:
• Contribute to regulatory obligations regarding control and prioritize sensitive topics, particularly data leaks.
Backlog Management and Visibility
In this service role, the responsibility includes receiving, prioritizing, diagnosing, and processing user requests regarding the entire scope of document management. Close collaboration will be established with two other service members and the team leader to ensure optimal use of applications while enhancing relationships with project teams (squads) and level 1 support.

Main Objectives:
1. Assistance Management:
• Ensure adherence to processing deadlines for assistance requests based on business objectives.
• Equitably distribute the handling of requests and improvement actions among team members.

• Centralization in the SILVA tool (Service Now): Integrate all requests into SILVA to facilitate tracking, skill development, and reporting, eliminating service mailboxes for handling assistance and authorizations, and avoiding the use of JIRA.
• Transition to Continuous Improvement: Implement improvement actions to reduce incoming requests, documenting improvements (KPIs) and tracking activities transferred between support levels (N3 to N2, N2 to N1).

2. Anomaly Management:
• Prioritize corrections while considering the voice of service quality (QoS) and monitor the progress of corrections while maintaining
uniform practices across different tribes.
• Propose solutions to address inter-tribe and inter-QoS issues, thus facilitating the handling of priority anomalies.
• Immediately inform the RPO and/or the RQOS in case of any observed deviations.

3. Authorization Management:
• Process requests within deadlines and track indicators.
• Automate simple tasks related to authorizations.
Development of New Areas and Major Projects
The scope of document management is constantly evolving. In this consultant role, the responsibility includes establishing the assistance and incident management flow for the Webmail application, as well as for archiving electronic documents. In 2025, the operational implementation of the quality service plan at 99.5 is a priority for all teams.
In this context, the missions will also include:

1. Creating based on existing processes and communicating new defined processes with stakeholders regarding new service agreements (SAs).
2. Contributing to the optimization of processes and practices by analyzing and utilizing quality indicators. Results and improvement proposals
will be presented to governance bodies.
3. Documenting processes and practices in Confluence, capitalizing on knowledge gained throughout the year for the collective benefit of the team.

Desired Expertise
What is being sought:

• Recognition for initiative, interpersonal expertise, observational expertise, composure, responsiveness, and leadership.
• Enjoyment in taking on challenges while also being able to challenge peers.
• Strong demonstrated expertise in analysis and problem-solving.
• A minimum of 2 years of expertise in service quality, SDM, Level 2 or 3 support, business analysis, product ownership, or project management roles.
• Significant expertise in the field of IT, specifically in electronic document management.
• A customer-oriented approach and the ability to engage contributors in project mode as a facilitator.
• A good level of English to interact during incident conferences.
The consultant service should be familiar with:
• Concepts in GED, document management, web services, and networking.
• Concepts in databases (BDD).
• SOAPUI.
• Kibana.
• Production and analysis of KPIs (PowerBI...).
• Service Now, JIRA (JSQL).
• English (proficiency for incident management).
• Office Suite, particularly Excel and its advanced functions.
• Incident management.
• Project expertise (BUILD).