Service Management Officer

Ready to join a success story? One of our key partners is experiencing impressive growth across national and European markets, and they are seeking talent to drive their next big projects.

1. Service Context
The mission supports Product Service Management activities by ensuring end-to-end oversight of support service delivery, with a focus on Quality of Service and performance of solutions within the Product scope. It includes monitoring delivery activities, managing Major Incidents, and coordinating communication with internal and external stakeholders. The mission also contributes to support activities, backlog oversight, continuous improvement initiatives, and alignment with global processes to ensure consistency and compliance.

2. Service Scope (not limited to)

- Monitor and ensure service levels, support quality, and solution stability.
- Manage Major Incidents in alignment with established best practices.
- Produce and analyze Quality of Service (QoS) reports related to BAU activities.
- Act as escalation interface for major issues.
- Facilitate stakeholder communication, particularly during incidents.
- Drive continuous improvement initiatives for service delivery processes.
- Support tracking and prioritization of support tickets and incidents related to the Product.
- Contribute to backlog management activities, including prioritization and coordination with development activities.
- Participate in support planning sessions, providing analysis on recurring issues and improvement opportunities.
- Collect and consolidate feedback from support teams and end-users to contribute to Product enhancements.
- Contribute to governance meetings, product reviews, and stakeholder engagement activities related to support and product lifecycle management.
- Contribute to the documentation of support procedures, knowledge base content, and service improvement plans.
- Support adherence to global processes, standards, and compliance requirements across support activities to ensure consistency and risk mitigation.

3. Service Deliverables (not limited to)

- Regular QoS reporting and analysis on service performance.
- Incident management records, including Major Incident reviews and follow-up actions.
- Updated product support backlog with prioritization elements.
- Documentation of support procedures, knowledge articles, and improvement plans.
- Contributions to governance materials and product review inputs.
- Continuous improvement recommendations based on service performance analysis.

4. Required Expertise

- 1 to 3 years of proven expertise in a similar service management environment.
- Knowledge of ITIL framework, Agile methodologies, and Scrum/Kanban practices.
- Ability to operate within distributed and multicultural delivery environments.
- Proficiency in English (minimum B1 level); French is considered an additional asset.

5. Service Qualifications

- Academic background in Computer Science, Management, Engineering, Economics, or equivalent domain.
- Demonstrated capability in service monitoring, incident management, and QoS reporting within IT or product environments.