Service Operation

il y a 2 semaines

Luxembourg, Luxembourg Talan Temps plein
Company Description

You love challenges and would like to join a dynamic team with ambitious growth objectives?

Don't hesitate and join Talan


For more than 15 years, we have been advising companies and administrations and supporting them in the implementation of their transformation projects in France and abroad.


To do so, we rely both on technological leverage and on the strength of our DNA based on collective intelligence, agility and entrepreneurial spirit.


With a presence on five continents and more than 3,500 employees, our goal is to reach more than a €1 billion revenue by 2024.

Innovation is at the heart of our development and we are involved in areas linked to the technological changes of major groups, such as Big Data, IoT, Blockchain and Artificial Intelligence.


Our values & playfields:
Intelligence collective

  • Agility
  • Entrepreneurship /Intrapreneurship
  • Commitment (employees, partners, schools, associations...)
  • Respect for human beings and quality of life at work
  • Openmindedness and inclusiveness

Together, let's build Talan's future:

Job Description:

As an ITIL process manager/owner you will strengthen the team in charge of the ITIL Processes.

This may include the following activities:

  • Execute the daily activities of an Incident manager : Drive Major incident resolution, communicate on incident resolution progress, escalate critical incident within the bank and toward third party provider, coordinate with the various Bank's stakeholders.
  • Support and backup the Problem and Request Fulfilment Managers
  • Prepare and supervise the Disaster Recovery
  • Manage and improve ITIL processes, including monitoring process performance via agreed key performance indicators (KPI), and report on a regular basis to stakeholders;
  • Closely interact with the internal/external IT service providers to secure service delivery in line with the agreed targets, to ensure interfaces are working smoothly and to collect and assess their requirements in relation to processes and service management tools;
  • Represent your process(es) in internal and external meetings;
  • Closely collaborate with other process managers to ensure smooth process interfaces and consistency across different processes;
  • Present the results of your work and matters within your area of responsibility and discuss them with your peers, at various management levels within the IT department and with external IT service providers;
  • Ensure coordination and communication with Clients IT teams.


The position offers you excellent opportunities to contribute to the delivery of stable IT services in a process-oriented environment and to interact with a broad range of IT colleagues from various areas.


Qualifications:

Essential:

  • A bachelor's degree (or postsecondary vocational education plus four years of relevant experience, or eight years of relevant experience) in computer science, information systems administration or another relevant field;
  • In addition, a minimum of 3 and ideally 5 or more years' experience in the field of IT process management and/or IT service management. Including a concrete experience in developing and maintaining ITIL processes tool and documentation, in particular in the areas of service operation;
  • Communication Skills in French and English (Verbal, Written, Interpersonal, Proactive listening)
- "ITIL Foundation" certification. (Other certifications like "lifecycle" or "Capability" are welcome)

  • Positive attitude and customer focus as well as stress resistant
  • Team player with strong interpersonal skills
  • Innovative thinking and problem solving

Desired:

  • Practical experience with Service Management tools or with data analytics tools;
  • Experience in designing and managing Service Design ITIL Processes;
  • Experience in major incident management
  • Advanced experience in Microsoft Office 2010 (Excel/Powerpoint).
  • Pratical experience in developing and maintaining reports in Business Objects
  • Willingness to work weekends as required
  • Knowledge in banking industry activities
  • Experience in positions requiring managing people activities
You engage collaboratively with others. You pursue team goals and learn willingly from other people's diverse perspectives. You signal any need for change by explaining it and proposing alternative solutions. You analyse complex information effectively and can evaluate different views to arrive at solutions. You know and anticipate stakeholder needs. You have a natural leadership approach.

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