Global Operations Manager

You are responsible to ensure the end-to-end management of one or more large-scale IT service contracts, including the customer relationship (internal/external), vendor oversight, compliance with Service Level Agreements (SLAs), budget management, and supporting IS/IT transformation initiatives.

Required Experience: 10 to 15 years

Role & responsibilities

• Act as the primary operational interface with the end customer.
• Ensure the impact of any change on the service level, particularly on Service Level Agreements (SLAs) and operational agreements (internal and outsourced).
• Manage the contractualization of subcontracting agreements (vendor contracts).
• Organize and lead steering committees in collaboration with the regions.
• Provide regular reporting to the Activity Manager (SLAs, forecasts, economic performance indicators, progress on improvement plans).
• Manage incidents, problems, and changes and ensure compliance with defined processes; find workarounds when necessary to deliver the best possible service quality.
• Monitor and manage the service contract budget.
• Participate in and commit to the development of the Service Contract.
• Define the content and implementation methods for services through SLA (Service Level Agreement).
• Ensure that events which may impact the Service Contract are taken into account throughout its lifecycle.
• Be responsible for developing improvement plans and formulating action plans.
• Analyze and evaluate indicator results and propose action plans.
• Ensure client reporting.
• Guarantee the quality of service and the commitments of the Group/Global entity (SLAs, contracts) and ensure the standardization of service quality across regions, in compliance with industry best practices (ITIL)
• Act as a guarantor and driving force for proposals concerning cost optimization on the contract(s) under their responsibility.
• Support our clients in their IS/IT transformation, acting as a proactive and engaged partner

Required Skills:

• Significant experience in managing large-scale IT infrastructures (including storage, network, and platform), with expertise in cloud solution design and management, particularly focusing on IaaS (Infrastructure as a Service) and PaaS (Platform as a Service).
• Experience in IT service management.
• Experience in project management, with the ability to lead and deliver complex transformation and improvement projects.
• Experience in contract and vendor management for outsourced services