French speaking- Service Manager

Description of the Business Line or Department

GTS - Global Technology Services is part of the Societe Generale resource group and is in charge of the IT infrastructure.

The scope covers its datacentres, network, hosting services, compute technologies, databases, middleware and the end user workplace (desktop, telephony, remote working, etc...).

The ambition of GTS for 2020 is to become a hybrid and multi-provider Cloud integrator and to fully automate and expose services though API and portals. To provide seamless security by design, focusing on critical assets and data protection, to value our data within Big Data and A.I. to enhance resiliency and production stability. GTS provides also a smart and virtualized workplace thanks to innovation and selfcare.

Service manager

• The candidate will be responsible for Production Service Management of a specific business line, Quality and Process, as well as Production Reporting for GTS/MKT/UK/PRIV, reporting functionally to GTS/MKT/OPM/QPS which is the team in charge of Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT worldwide.

Summary of the key purposes of the role

Service manager

• Manage the following ITIL processes for a set of application portfolio, for the Business Line function

  • Incident Management

  • Problem Management

  • Change Management

• Working as an entry point for the business and business line IT teams for infrastructure related queries.

• Enforcing GTS standards within GTS to ensure understanding of processes

Summary of responsibilities 

Production management

• The candidate will be responsible for Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT/UK/PRIV, reporting functionally to GTS/MKT/OPM/QPS which is the team in charge of Production Service Management, Quality and Process, as well as Production Reporting for GTS/MKT worldwide.

  Service management

• Maintain contacts in the GTS skill teams

• Ensure Adherence to the global tools in skill teams (Outageware, ICLT, Hola2, ...)

• Share, enforce (and adapt) golden Rules and best practices (Vigiprod, change golden rules, ...)

• Single point of contact for IT local/global teams and for local/global skill teams

• Participation to all local Production committees including ExCo if necessary

• Explain to IT partners’ infrastructure architecture and organisation

• Single point of contact for Paris to explain context, client priorities and objectives

• Analysis of the service quality to propose improvement plans or review SLAs if exists

• Manage task force when needed, coordinate skill teams and follow-up related actions

• Specific local tasks to be defined with local and MKT/OPM managers

  Incident management

• Challenge root cause, impact, and responsibility on Thermoprod in order to focus on real incidents

• Collaborate with and ensure 48000 handle all the major crisis

• Management Call (or video) Conferences management when required

• Communication relay to partners or clients (direct contact when crisis)

• Participation to local incident review committees and publication of reports

• Incident arbitration between partners and GTS teams

• Perform permanent supervision on incidents, cf instructions in GPS tools

  Problem management

• Setup a KH Problem Review Board to ensure Problem Management follow up

• If incident escalated by 48000, review Post-mortem and help with publication for local incidents with respect of according golden rules

• Participate to EMEA Problem Review Board

• Perform permanent supervision on problems, cf instructions in GPS tools

• Align PM with Market standards

  Communication

• (Ensure) information concerning Production to local teams correctly pushed

• (Ensure) Communication on Moratoriums, golden rules, process definitions, Vigiprod status (correctly pushed)

• Presentation of Production reporting to clients (ITEC)

• Provide Reporting (incident management, release, post-mortems, problems, GTS recommendations)

• Non-technical communications to COO in case of Major Incident

  Change Management

• Participation to local RRB

• Participation to local EMEA RRB, communicate / relay to partners or clients on major releases

• Participation to Paris GRRB, if possible, and communicate on big events or operations

• Validation and arbitration of local releases (Appli and Infra) in respect of local rules

  DR tests Power downs

• Participation to DR, split op or power down exercises when needed; follow-up of post-actions