Senior Consultant BRM Site Workplace & Device

Project overview

Context

Within the Workplace & User Support department of the Information Systems Department (DSI) of an international industrial company, the Workplace Support service ensures the provision and operational maintenance of employees' IT equipment.

In a context of high demands for service quality and business continuity, the company wishes to strengthen and structure interactions between the DSI and the business departments at the Villaroche site.

The mission consists of defining, formalizing, and then deploying a Site Business Relationship Manager (BRM) function for the Workplace & Device scope, in coordination with existing business and IT stakeholders, particularly the IS BP.

The objective is to improve user satisfaction, anticipate business needs, and strengthen the management of IT service quality.

Missions

Tools & Environment

Workplace & Device Scope:

Organizational Ecosystem:

Processes and Methodologies:

Missions Detailed by Lot

Lot 1 – Diagnosis and Design of the Site BRM Model

• Conduct a diagnosis of the relationship between the DSI, business departments, and site users.
• Identify key operational irritants and areas for service quality improvement.
• Define and formalize the operating model for the Site BRM: missions, responsibilities, interfaces.
• Clarify the division of roles between DSI actors and business stakeholders.
• Build an IT customer relationship improvement roadmap for 12 to 18 months.
• Define and deploy governance bodies, monitoring rituals, and steering indicators.
• Identify and implement quick improvement actions (quick wins).
• Operationally ensure the Site BRM function for Villaroche.
• Support IT projects and campaigns impacting users.
• Improve the satisfaction of business departments and the consideration of their needs.
• IT workstations (PCs)
• Smartphones and mobile devices
• Printers
• Telephony
• Meeting rooms and associated equipment
• User support services
• Information Systems Department (DSI)
• Workplace & User Support Department
• Workplace & Device Support Service
• Service Desk
• Local IT Support
• IT Project Teams
• Business Departments and Establishment Management
• IS BP (Information Systems Business Partner) Function
• Business Relationship Management (BRM)
• IT Service Management (ITSM)
• Incident, Request, and Change Management
• Operational Maintenance (MCO)
• IT Governance and Internal Customer Relationship Management
• RACI Matrix (responsibility assignment)
• Management and prioritization of an irritant backlog
• Change Management
• Reporting and Service Quality Monitoring
• 8D Methodology for potential non-conformity treatment
• ISO 9001 standard version 2008

Requirements

SLA: No quantified service level commitments are specified in the terms of reference. Governance and reporting frequencies are defined, but deadlines for irritant treatment and performance indicators remain to be defined.

Working Conditions

• Delivery of final documents in PDF and/or non-editable paper format, as well as in editable formats compatible with Microsoft Office 2016
• Documentation written in French or English
• Integration of documents and instructions into the knowledge base
• Compliance with the graphic charter, document templates, and company repository management rules
• Application of confidentiality and document ownership clauses imposed by the company
• Location: Villaroche (Seine-et-Marne, Île-de-France)
• Desired start date: December 1, 2026, subject to finalization of the consultation and receipt of the purchase order
• End of mission: December 1, 2027, at the latest
• On-site presence / remote work: 2 days per week
• Equipment: the service provider must provide a PC authorized by the company, mastered according to internal standards

Project details

2 to 3 months

Lot 2 – Operational Deployment and Exercise of the Site BRM Function

6 to 9 months

Service Steering and Governance

The service provider will participate in the following monitoring meetings:

The service provider must ensure the continuity of the service, maintain the skills deployed, and report any difficulties that could affect the quality or deadlines of execution.

Deliverables

Scoping and Design Deliverables:

Deployment and Monitoring Deliverables:

• Organize and conduct interviews with business departments, site managers, and IT teams.
• Analyze the current organization of the relationship between DSI and business units.
• Identify recurring difficulties, dysfunctions, and user expectations.
• Map existing stakeholders and communication channels.
• Define the missions, responsibilities, and intervention methods of the future Site BRM.
• Formalize interfaces between BRM, IS BP, Service Desk, local support, and project teams.
• Build a RACI matrix covering key incident, request, and change management processes.
• Define governance bodies and rituals.
• Develop a 12 to 18-month roadmap, including priority actions, quick wins, and monitoring mechanisms.
• Act as the primary point of contact for the DSI with the business departments of the Villaroche site.
• Organize and lead regular meetings with stakeholders.
• Collect, qualify, and prioritize business needs related to Workplace & Device services.
• Identify, centralize, and track irritants reported by users.
• Coordinate corrective actions with support teams and relevant service managers.
• Facilitate the resolution of recurring issues and the handling of situations requiring escalation.
• Support IT projects and deployment campaigns impacting users.
• Prepare and disseminate local communications regarding IT services, changes, and projects.
• Monitor service quality and contribute to improving user satisfaction.
• Produce regular reports on irritants, action plans, and project progress.
• Ensure follow-up of commitments made to business departments.
• Propose continuous improvements to processes and collaboration methods.
• Daily coordination meeting
• Formal weekly meeting with a report of activities, difficulties, improvement suggestions, and action planning
• Quarterly steering committee
• Site BRM Workplace & Device Model detailing missions, roles, responsibilities, interfaces, and RACI matrix
• 12 to 18-month BRM roadmap integrating priority actions, quick wins, and governance mechanisms
• Mapping of business, IT, and local governance stakeholders
• Centralized irritant backlog, updated with associated action plans
• Local IT communication kit including user guides and support materials
• Periodic reporting, monthly or on demand, on service quality, irritant treatment, and project progress
• Weekly reports detailing activities performed, difficulties encountered, proposed improvements, and upcoming actions
• Monitoring and steering elements necessary for quarterly steering committees
• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Languages: French