LieuIle-de-France zones 2 à 3 Date de démarrage
may 2019 Durée 1er contrat : 12 mois
ExpérienceSee descLangueAnglais et français
The Service Delivery Manager (SDM) manages for a defined scope of application the operations activities the relation between operations teams and his customer.
As such he integrates all delivery team (subcontractor, internal, ..) to provide a end2end service to our customer.
This role requires:
- Application, within a large projects portfolio, of knowledge, skills, tools and techniques to drive operations project activities to meet Sla and customer requirements.
- Application and integration of ITL processes
- Application of technical skillset & best practices allowing understanding and summarizing address client business problems and/or needs. The solutions can include systems, applications, and process components. They may also involve the application and integration of a broad variety of products, technologies and services, and various architectural styles and domains.
Reporting lines and interactions:
Hierarchically reports to: Service Delivery Operations Manager
Operationally reports to: Service Delivery Operations Manager
Operationally manages: DBA (Non production environments)
Key interactions (covers but not limited to):
Internally: peers in Global IT organization, Functional & Technical Expertise teams, Incident, Change & configuration managers, Specific projects teams, All development teams
Within the scope of responsibility of the Datacenter & servers, the Service Delivery Manager is fully accountable for the whole delivery of an application portfolio and all services delivered for this portfolio.
The SDM is one of the main actors of the operations team.
Actor of the end-to-end delivery: listening to clients, understanding their business requirements and issues, and systematically forming incrementally more detailed definitions of the structures of an information technology solution (an architecture), He/she may also be involved during the build, a change of a solution as an advocate for the client and to provide technical leadership and guidance to the engineering team.
Work experience: 7+ years
Minimum education level:Master Degree in Computer Science, Information Technology or Computer Engineering
For his scope the SDM ensures SLA achievement, ERP is stable, operational and performant.
Has operational ownership on the relation between third parties and Customer infrastructure teams and ERP Oracle R12 operation team.
Manages capacity planning according to the Oracle ERP R12 roadmap
Participates to any project involving infrastructure or application evolution
Integrate all delivery provider to deliver an end to end service to our customer
Ensure for ERP EBS R12 availability according to SLA
Ensure regular and proactive communication to ERP R12Team
Ensure incident management and communication for critical incident or major changes
Contributes to weekly meeting with third party (Oracle)
Ensure and check change to deliver expected quality
In addition the Service Delivery manager will guarantee :
Backup policy approval and implementation
Existence of a capacity planning
Regular DRP tests
Ensures and guarantees the consistency, scalability, performance and improvement of all infrastructures and related services delivered through the project lifecycle
Supports the SME (Subject Matters Experts) and engineers for the projects documentation and deliverables creation and update
Contributes the incident management, problem management and change management committees
Ensures relationship management by creating credibility, building strong and lasting relationship and earning trust by anticipating and understanding specific needs around Oracle e-business suite ERP
Produces documentation and reporting in line with agreed internal
Effectively communicates operations information and delivers engaging, informative, well-organized presentations
Follows up on open items and track issues, captures and manages operations risks and dependencies
Leads workshops and investigations to improve platforms Quality of Service and Service Levels
Translates and implement global standards into projects scope and constraints
Help defining Key Performance Indicators (KPI) ensuring the reporting on concerned perimeter
Ensures and guarantees the consistency, scalability, performance and improvement of all infrastructures and related services delivered by the Infrastructure department
Validates project initiation documentation structuring or impacting the existing architecture and/or the future orientations
Help defining an architecture life-cycle management governance and processes to reduce operational efforts and costs
Leverages audit & inventory data to gain a complete view of the existing infrastructure
This position will include the necessity to be proactive in the Datacenter & Servers Organization. It requires strong commitment, the ability to innovate, to create and to convince, through a structured approach.
Good skills on Oracle application implementation components (Ebusiness suite)
Service Management, ITIL skills and references
General and large IT knowledge
Capacity to manage crisis and problem management
Expertise on range of services management
Strongly service orientation minded
Ability to interact with widely distributed team in a multicultural environment
Capacity to have common rationalized solutions determined, implemented, developed
Ability to convince and organize
Strong written and oral communication skills, both in French and in English
Ability to work in large teams
Excellent communication, analytical and problem solving skills
Availability to travel
Capacity planning and estimates
Apprécié/Nice to have
Very concerned by security and standardization, consolidation and rationalization aspects
Business Process Management