Service Delivery Manager

il y a 2 semaines


Luxembourg, Luxembourg BlackRidge Group Temps plein
**Job Information**:
Work Experience
- 5+ years

Industry
- Technology

Contact Number

City
- Luxembourg

Country
- Luxembourg

Province
- Luxembourg (fr)

Postal Code
- L-1616

**Service Delivery Manager - Senior**

Blackridge Group Luxembourg recrute un profil Senior - Service Delivery Manager

Les tâches seront les suivantes:
**Incident Management**:

- Coordonner la gestion des incidents majeurs ;
- Assurer la communication sur incident majeur à destination des utilisateurs finaux ;
- Communiquer des points de suivi régulier sur incident majeur à destination des équipes IT ;
- Classifier la priorité et les responsabilités des incidents avec les correspondants IT ;
- Rédiger et communiquer les Post Incident Reports sur incident majeur ;
- Challenger les actions post incident à suivre dans le cadre du Problem Management ;
- Piloter, reporter et améliorer la gestion des incidents ;

**Problem Management**:

- Identifier les incidents récurrents et les problèmes potentiels ;
- Assigner chaque problème à un Problem Owner ;
- Coordonner les meetings réguliers pour le suivi et la résolution des problèmes ;
- Suivre le portefeuille des problèmes majeurs ;
- Piloter, reporter et améliorer la gestion des problèmes ;

**Change Management**:

- Gérer les demandes de changement en s'assurant qu'elle respecte les directives du Groupe ;
- Accompagner les équipes IT dans le processus de gestion des changements opérationnels ;
- Contrôler les demandes de changement en production ;
- S'assurer de l'impact et du risque de tout changement sur le niveau de service ;
- Gérer les conflits de changements planifiés en production ;
- Préparer et animer les CAB meetings ;
- Piloter, reporter et améliorer la gestion des changements ;

**Coordination des opérations majeures en production**:

- Gérer le calendrier global des changements majeurs ;
- Gérer les conflits de changements majeurs planifiés en production ;
- Préparer les opérations majeures d'infrastructure ;
- Définir une roadmap intégrant l'ensemble des jalons des opérations d'infrastructure en lien avec les IT Métiers ;
- Coordonner les opérations majeures en production ;
- Réaliser un retour d'expérience à la suite de ces opérations majeures sur la production ;
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