Head of Support and Operations

Project overview

Context

Seeking a Head of Support and Operations, based in Rouen, to take responsibility for a new department within a school's IT department.

The objective is to strengthen RUN management, take charge of managing the support team, and structure ITSM processes in ServiceNow. This person will also need to relieve the current manager, who currently carries a significant workload between operations and projects.

Missions

The scope will include:

Working conditions

• Manage the support team and technical profiles
• Organize and prioritize daily activity
• Manage incidents, requests, escalations, and major incidents
• Monitor SLAs, KPIs, backlog, and service commitments
• Structure ITSM processes and practices in ServiceNow
• Coordinate central teams, campuses, technical experts, and service providers
• Produce clear reporting for the IT department and drive continuous service improvement
• Direct management of 3 N2 IT support technicians
• Transverse coordination with an FNG support expert
• Functional leadership of IT managers and technicians regarding support organization, process adherence, request processing quality, and ServiceNow usage
• Sector/client: School
• Start date: ASAP
• Provisional duration: 3-month contract (renewable)
• Remote work: Yes, 2 days per week
• English: Professional

Project details

• Start: flexible
• Remote: hybrid
• Location: Rouen, France, FR
• Languages: French