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Service Managers

Operating under the managerial authority of Global Business Support (GBS), ENGIE Information and Technologies (ENGIE IT) is ENGIE's information systems nerve centre.
We produce IT services for the Group's Business Units and functional lines in the following areas:

- IT infrastructure: networks, work environment, data centres, security, communication, etc.;
- application maintenance, development and studies;
- advice on organising and managing business projects with a strong IT dimension.

ENGIE IT uses its competencies and expertise to benefit the Group's businesses. We support their transformation by offering competitive services with high added value.
We anticipate market developments and ENGIE's digital challenges, tailor our offer accordingly and act as an IT innovation incubator for the Group's businesses.

In connection with implementation of the industrial plan to develop the shared services centres (SSCs) in France and Belgium, the ENGIE IT SSC is looking for a:

Email Service Manager (m/f)
One of the Business Support Information Systems businesses
Position based in Paris or Brussels (Fr or Be)

Service Managers are responsible for ensuring the proper functioning of their service and, as such, for the appropriate operability, cost and quality of their service, in accordance with the commitments made to customers and suppliers.
Service Managers report to the Head of the Service Line.
They have functional or managerial authority (depending on size) over operational teams (e.g. operational managers, release operational managers, application officers, functional analysts, application technicians and application managers).

Main activities/Task(s):

Manage and maintain the operability of the service
- Implement new technologies determined by the Group within their area of activity
- Guarantee that the service complies with the defined SLAs/OLAs
- Ensure that the objectives set are met in terms of finance and services
- Produce performance indicators specific to their service in addition to the globalised KPIs provided by the Performance entity
- Ensure that their service maintains operationality (e.g. changes, incidents, problems, capacity management)
- Anticipate and manage risks related to maintaining the service's operational status
- Provide descriptions of the service and SLAs/OLAs for the various documents (service agreement, service catalogue, marketing and sales support material)
- Ensure the availability of the assets and resources required for their service
- Be responsible for the operational management of the service provider contracts
- Validate SLA reporting
- Oversee the implementation of service developments
- Ensure that processes are complied with and deployed within their area of activity, as an operational contact for cross-functional processes
- Ensure that reversibility is possible: maintain knowledge of the solution used
- Implement the IS security policy in their service area
- Keep the technical documentation for their service up to date
- Ensure that the basic technical components established in their service are properly integrated

Forge high-quality customer relationships based on trust
- Keep the service agreement up to date
- Help comply with the service agreement
- Interact with customers in the course of their service's day-to-day operations
- Help manage the operational relationship with customers by preparing the various monitoring committees to report back for each service on the management of incidents, problems, releases, changes, and so on, in coordination with the Customer Relations teams

Contribute to the service's economic balance
- Manage and control service costs
- Communicate their service's indicators and dashboards to the Line Manager
- Produce and ensure the quality of inventories and justify any departures from the customer's vision
- Have sound knowledge of economic models
Service Managers are responsible for ensuring the proper functioning of their service and, as such, for the appropriate operability, cost and quality of their service, in accordance with the commitments made to customers and suppliers.
Service Managers report to the Head of the Service Line.
They have functional or managerial authority (depending on size) over operational teams (e.g. operational managers, release operational managers, application officers, functional analysts, application technicians and application managers).

Main activities/Task(s):

Manage and maintain the operability of the service
- Implement new technologies determined by the Group within their area of activity
- Guarantee that the service complies with the defined SLAs/OLAs
- Ensure that the objectives set are met in terms of finance and services
- Produce performance indicators specific to their service in addition to the globalised KPIs provided by the Performance entity
- Ensure that their service maintains operationality (e.g. changes, incidents, problems, capacity management)
- Anticipate and manage risks related to maintaining the service's operational status
- Provide descriptions of the service and SLAs/OLAs for the various documents (service agreement, service catalogue, marketing and sales support material)
- Ensure the availability of the assets and resources required for their service
- Be responsible for the operational management of the service provider contracts
- Validate SLA reporting
- Oversee the implementation of service developments
- Ensure that processes are complied with and deployed within their area of activity, as an operational contact for cross-functional processes
- Ensure that reversibility is possible: maintain knowledge of the solution used
- Implement the IS security policy in their service area
- Keep the technical documentation for their service up to date
- Ensure that the basic technical components established in their service are properly integrated

Forge high-quality customer relationships based on trust
- Keep the service agreement up to date
- Help comply with the service agreement
- Interact with customers in the course of their service's day-to-day operations
- Help manage the operational relationship with customers by preparing the various monitoring committees to report back for each service on the management of incidents, problems, releases, changes, and so on, in coordination with the Customer Relations teams

Contribute to the service's economic balance
- Manage and control service costs
- Communicate their service's indicators and dashboards to the Line Manager
- Produce and ensure the quality of inventories and justify any departures from the customer's vision
- Have sound knowledge of economic models

Cross-functional skills
Familiarity with the ENGIE IT service offering
Reporting ability
Knowledge of financial management
Knowledge of processes
Service-minded
Knowledge of reporting techniques
English
Behavioural competencies
Adaptation to change
Commitment
Team spirit
Pragmatism
Initiative
Stress-resistant
Result-oriented

Technical competencies
Familiarity with service contracts
Management of outsourced activities
Partnership management
Knowledge of the Outlook e-mail system
Familiarity with hybrid cloud e-mail systems

Managerial competencies
Cooperates and seeks out synergies

IT_
ProjectManagers_IT
Additional Information
* Posting Date: Oct 25, 2019

Service Managers

ENGIE, Brussels
Contract Type: 
Permanent contract
Categories: 
Project Manager
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