Merlin Information Systems Limited/Massy, Essonne, France
Summary
The main focus within Information Service at our client's is to implement common business systems to deliver synergy and cost savings whilst driving the business forward. The Regional Lead is critical to the delivery of these objectives as a member of the team focused on continuous improvement of service delivery to the organisation.
This role provides the opportunity to partner with the business across local IMEx regions whilst delivering the global strategic objectives for Global Technical Services (GTS). Reporting to the client Service Manager you will actively participate in the development and implementation of the global Technology Services strategy and be involved in the orientation, implementation and exploitation of clients Infrastructure and services. The position is also responsible for the account management with the business.
In line with clients core values, this role is responsible for the successful achievement of all IS improvement activities and projects delivered to time, budget and of the highest quality.
Scope
Position is focused on local project delivery; in market organisation and content of all IS support within the region.
Focal for client's Regional IS infrastructure (Including but not limited to Server, Network, Telephony, Telepresence and High Definition Video Conferencing)
Responsible for ensuring that GTS (Global Technical Services ) Support Groups proactively protect continuity of service.
Position is responsible for the management of the client's regional service desk, reporting, operational and service level targets and service desk communication.
Provide input and expertise in defining the technology services' strategy and service improvement plans.
Manage regional budget, contribute to budgetary forecast and planning.
Work to agreed budgets, time-scales and quality.
Ensure that the relevant projects are completed as per the agreed project plans and scope.
Drive GTS teams to ensure that service targets are met.
Communication and account management of your In Market Execution teams (IMEX).
Vendor Management for region specific services.
Represent GTS to the business providing first class service.
Manage the procurement of hardware and software for the region.
Contribute to the procurement and management of regional services.
Responsibilities
Responsible for the overall quality of the End User support services within company
Deliver consistent excellent support solutions through exemplary service with integrity and accuracy at its core.
In market vendor negotiation and understanding of commercial planning and management.
Advocate use of and drive understanding of RB Strategy in delivering service regionally
Communications link between IMEX and Service Management ensuring effective conflict resolution.
Liaise closely with Regional IS Directors/IS Managers/Senior Business Analysts/Business Analysts.
Ensuring delivery of Global Strategy whilst sustaining Business demand to the global team.
Highlighting disparate solutions from each Market to the global team.
Own and contribute towards deployment and implementations of future state initiatives.
Maintain a strategic focus ensuring service offering is appropriately aligned with the overarching technology services and IMEX strategies.
Promotion of a service and customer focussed attitude amongst all IT Verticals within CLIENT.
Management of High Severity Incidents through to Service Restoration, including communications to the Business in line with agreed procedures.
Responsible for the technology services' technical roadmap signoff for your region and marketing of strategy to the business; advising senior management and projects on technology architecture and strategic direction.
Collaborate with the appropriate departments to develop and maintain a technology plan that supports organisational needs.
Risk and issue Management
Ensure that Vendor invoices are paid and tracked for all 3rd Party services identifying threats and opportunities to financial plan and forecast.
Ensuring that all monthly EC and SGM Meetings involving Telepresence are supported effectively
Work with EVP PA's to ensure that senior executives are receiving a 1st class service
Respond proactively to end user feedback to continuously improve the CLIENT end user experience.
Promote good security practice to own team and end-user communities; point of contact for security related initiatives.
Ensure security vulnerabilities are managed for technology services systems
Ensure appropriate user access management (non-application request) is in place; perform access reviews/periodic checks, appropriate local alignment of Joiners/Leavers/Transfers process.
Ensure technology services' compliance to processes.
Qualifications/experience required
Vendor Management experience
Service Management experience
Interpersonal and communications skills, both written & verbal
Risk Management and Mitigation
Issue Management
Collaborative leadership skills
Management and supervision
Strategic, Broad thinker
Previous experience in a multi country IS Support model
Proven experience in delivering to aggressive timelines within costs
Ability to manage and adapt to change effectively
Technically astute
Knowledge of technology standards, solutions modelling and services design.
Understanding of hardware systems as well as app development methodologies.
Understanding of infrastructure and SLA's
Knowledge of security, database principles and operating systems.
In-depth knowledge of specific areas of business
Application knowledge of global systems
Personal attributes
Entrepreneurial skills in terms of innovation and problem solving are key along with tenacity, tough-mindedness and ability to influence.
Demonstrate strong team working abilities and commitment
Knowledge of and ability to manage service in accordance with ITIL best practice.
Ability to interact with clients at all levels including C-Level.
Ability to manage multiple activities in a demanding environment
Willingness to go above and beyond to deliver a first class service
Able to work in a direct and often pressurised environment
Successful Project Management
fluency in English and French
Employment Type: Contract
Pay: 35 to 38 EUR (Euro)
Pay Period: Hourly
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