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Group Functions & GEOBUS Support Manager H/F


Détail de l'offre

Informations générales

Entité de rattachement

GEODIS est un opérateur de la chaîne logistique se classant parmi les plus grandes entreprises dans son domaine en Europe et dans le monde. Rattaché à SNCF Logistics, qui est elle-même une branche du Groupe SNCF, GEODIS est le leader du Transport et de la Logistique en France et se place au quatrième rang européen. Son rayonnement international s'appuie sur une présence directe dans 67 pays et un réseau mondial qui relie plus de 120 pays.

Pourquoi nous rejoindre ?

Le Transport et la Logistique sont aujourd'hui un secteur clé de l'économie mondiale. En tant qu'acteur international majeur du marché, GEODIS a pour objectif la satisfaction totale de l'ensemble de ses parties prenantes, à commencer par celle de ses collaborateurs. Ce sont plus de 39500 collaborateurs à travers le monde qui partagent les mêmes valeurs d'engagement, de passion, de solidarité, de confiance et d'innovation, piliers de la stratégie du Groupe.  

Référence

2017-2600  

Description du poste

Type de contrat

CDI-Temps plein

Fonction

Fonction - Informatique / Télécommunications

Intitulé du poste

Group Functions & GEOBUS Support Manager H/F

Description de la mission

The support service line Group Functions & Geobus Support Manager is in charge of managing the support operational teams, contractors and service providers day-to-day activities for Group Functions & Geobus applications and to ensure the support service is at least at par with market standards and Geodis ambition. The Support Manager will also help the implementation of the transformation process already in progress, including the process harmonization initiatives, tools impacts implementations as well as the setup of a support reporting dashboards to follow up the activity and the performance of each support team. To succeed and achieve its purpose, the Support Manager will have to collaborate with several IT departments (IT Corporate Plan & Build, LoBs IT, IT Procurement, ISSC, etc.) to ensure that the service is delivered satisfactorily (SLA & cost) from an end to end perspective.

Main activities

-"Help the implementation of IT Corporate solutions support transformation strategy
. Together with other IT Corporate Service Lines, Infrastructure and Support (ISSC), LoBs implement for each group of solutions the support model (level 1 to 3, RACI, operational procedures and tool impact, reporting dashboards and end to end SLA's follow up)"

- "Approve the Go to production of each release and change for solutions under IT Corporate Services jurisdiction:
. As accountable for overall support to end users as well as the performance of support groups, the support manager will setup and drive a weekly CAB (change advisory board) which will review and approve all changes planned to be delivered to Production"

- "Perform the support activities directly managed by IT Corporate group:
. The overall support of an application generally involve several groups (IT Corporate Services, Infrastructure and Support, IT LoBs in some cases etc), the Support manager will organize and manage his / her team to perform the support activities IT Corporate group is directly in charge of
. This does include team management and people development
. Constantly (daily at least) follow up of actual performance and backlog vs committed SLAs
. Regularly report on the performance and actual service delivered by his / her team (internal and external)
. Propose and manage initiatives aiming at improving team satisfaction and / or service delivered and / or cost"

-"Supervise the overall end to end actual performance of the support chain:
. Set up regular meetings with all support groups to follow actual perfomance against SLAs
. Gather, define and have implemented the required features and reportings in the reporting solution
. Define with all groups and follow up continuous improvement plans on support
. Design, set up and manage end user satisfaction surveys for support related topics"

Profil du candidat

IT professional with proven experience in global Corporate matrix organization in the management and delivery of Support activities (5 years). Ability to manage vendors, manage & develop teams and manage day to day support of critical global applications. ITIL certification as well as off-shore team management experience is a strong plus.

Degree Bac + 3/4 Lenght 5-8 years

Field IT development, IT support, IT

Temps de travail en %

1

Localisation du poste

Localisation du poste

Europe, France, Île-de-France, Paris

Ville(s)

Clichy Cap West

Critères candidat

Niveau d'études min. requis

INGENIEUR

Niveau d'expérience dans la fonction

Confirmé (5 à 10 ans d'expérience)

Langues

  • Français (Maitrise Courante)
  • Anglais (Maitrise Courante)