Required skills
- Incident Management
- Problem Management
- Service Delivery Management
- ITIL
- ServiceNow
- IT Infrastructure
- Coordination
- Supplier Management
- Reporting
Languages: French
Job description
Coordinate IT incidents, requests, and problems, ensuring proper routing and handling by relevant teams. Facilitate communication between stakeholders and contribute to the continuous improvement of IT services.
Project overview
Important: This is not a technical infrastructure expert position. We are primarily looking for a coordinator profile, capable of managing activity, facilitating communication between different stakeholders, and contributing to the continuous improvement of IT services.
Profile sought
- Ensure the monitoring and coordination of IT incidents, requests, and problems.
- Lead the proper routing and handling of tickets by the relevant teams.
- Lead operational committees and IT service governance bodies.
- Produce reports and monitor performance KPIs.
- Ensure the interface between local teams, service providers, and global service centers.
- Participate in continuous improvement projects and the optimization of IT processes.
- Experience in Incident Management, Problem Management, or Service Delivery Management.
- Good understanding of IT Infrastructure environments (workstations, servers, network, Active Directory, access management).
- Knowledge of ITIL best practices.
- Proficiency in ServiceNow or an equivalent ITSM tool.
- Experience in cross-functional coordination and supplier management.
- Ability to lead meetings, track action plans, and produce reports.
- Fluent French and professional English.
Project details
- Start: ASAP
- Duration: 1 an renouvelable
- Remote: hybrid
- Location: Lyon, Auvergne-Rhône-Alpes, FR
- Languages: French
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