PMO / Continuous Improvement Consultant – IT Service Quality

Project overview

As part of strengthening a team dedicated to the quality and service commitments of IT production, we are looking for a PMO / Continuous Improvement Consultant to support the evolution of dashboards and reports intended for business management.

The objective of the mission is to take a critical look at the existing situation, draw on market best practices, and propose concrete improvements to make communications more relevant, readable, and decision-oriented.

The reports mainly concern the monitoring of incidents, problems, downtimes, and service levels.

Responsibilities

Profile sought

You are a PMO, a Continuous Improvement Consultant, or an IT Service Quality Consultant, with a good understanding of how IT production works.

You are capable of taking a step back from an existing system, challenging practices, and proposing pragmatic recommendations.

Skills expected

Environment appreciated

Assets appreciated

Qualities expected

Work environment

• Analyze the quality and relevance of existing dashboards and reports
• Conduct an approach similar to an audit of reporting practices
• Identify strengths, pain points, and areas for improvement
• Bring best practices from other IT production environments
• Challenge existing indicators and communication formats
• Propose new KPIs and reporting methods
• Develop action plans to improve service quality
• Support Quality referents in implementing changes
• Improve the readability of communications related to incidents, problems, and downtimes
• Participate in the production or evolution of dashboards
• Contribute to the continuous improvement of production and reporting processes
• Prepare materials adapted to various business and IT instances
• Good knowledge of IT Production / RUN businesses
• Understanding of incident, problem, and downtime management
• Good knowledge of interactions between IT teams and business departments
• Experience in building and analyzing KPIs / dashboards
• Ability to conduct an audit and formulate recommendations
• Development and monitoring of improvement action plans
• Good command of Excel
• Good command of PowerPoint
• Good command of Word
• ServiceNow
• Power BI
• ITIL framework
• ITIL Foundation appreciated
• Experience in a large-scale IT production environment
• Functional knowledge of a complex IS
• Experience in the insurance sector
• Experience with service quality or continuous improvement issues
• Strong analytical and synthesis skills
• Ability to take a step back
• Proactive and proposal-oriented
• Curiosity and openness to external best practices
• Excellent writing skills
• Very good communication skills
• Autonomy
• Rigor
• Ability to challenge constructively
• Possible locations: Le Mans or Niort
• Mission focused on service quality, IT production, reporting, and continuous improvement
• Strong interaction with production teams and business departments
• ITIL / ServiceNow / Power BI environment

Project details

• Start: ASAP
• Duration: 1 an renouvelable
• Remote: hybrid
• Location: Le Mans, Pays de la Loire, FR
• Languages: French