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KEY EXPECTED ACHIEVEMENTS
Coordinate with key clients (Directors and process managers) to define roadmap and process priorities of the processes he owns : Change Management, Incident Management, problem management and Knowledge managementDefining the Methodology and framework of the support operations aligned with Michelins global standards.Point of contact and accountable during Major Incident to ensure timely resolution of the most urgent and impacting incidents affecting business operations (Priority 1 incidents) .Be the escalation point for all clients on service-related issues.Manage escalations by ensuring correct processes are followed and that the right people are engaged to bring quick and efficient resolutions Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service ManagementManage, report and communicate on the performance of the processes.Own and manage the process including driving the evolution of the process from A to Z;Monitoring of applications, infrastructure from cloud and optimizing the same.Coordinate and facilitate the Change Management process across the program;Continuously work with a mindset of One DCTI Michelin by identifying opportunities to standardize, integrate and optimize processes between DMINT and the rest of Michelin Be a agent of change and demonstrate thought leadership to drive various initiativesOwn and be responsible for compliance like Project Audit, Security Audit (wherever applicable) along with key support SLAsAnalyze operational results / KPIs and drive continuous improvements to improve service quality Be role model and cultivate and foster the culture of open communication, trust, empathy within team.Ability to work both collaboratively with team members as well as autonomously on projects and transverse initiatives.Setting and meeting performance targets for service levels, quality, effectiveness and efficiency.To contribute to the production of management information reports for key groups within the organization.Develop and maintain close working relationships with stakeholders to identify process and systems improvements which could improve service provision and/or efficiency throughout the organization.He/She will also follow up and report on the adherence to the processes in the department and work with other support managers to ensure Michelin global coherenceShould be flexible enough to work in a shift as per the requirement of the DMINT program.Should be able to work in a growing platform, turn uncertainties into opportunities and ability to provide solution to problems.Skills
Leadership, Solution orientation and problem solving. Excellent communication, teaching and negotiation skills Ability to work in a dynamic and demanding, uncertain environment. Ability to make decisions quickly Ability to communicate effectively with all levels of management Ability to make complex information accessibleITIL V3 certification.Good understanding of ITIL approach, principles, and processes.Good working knowledge of an ITSM tool (ServiceNow is a plus)12+ years of relevant ITIL service management experienceUnderstanding of Database, Cloud and Technology literacy is most desirable.Understanding of agile is desirable.Working in a product organization and or supporting products on cloud including database,Michelin Specific
Knowledge of Evergreen or implemented Evergreen in previous engagementKnowledge of onboarding new application to Service Now,Understanding of various IT systems and processes is desirable.Communication
Planning communication, reporting project status and communicating to all stakeholders of the project at each key milestone: need, conception, design, build, delivery, run, debriefing…Ensuring and adapting the communication to all the actors involved in the project: (project team, stakeholders, sponsor, populations, vendors involved in the project...)Have difficult conversations regarding project issues, risk management, budget, and timeline and formally capture and communicate outcomes of those meetings.Change Management
Managing change towards the impacted stakeholdersVerifying after implementation that the solution is consistent with the FSD requirements.Good to Have
Knowledge of Manufacturing domain.Should be able to lead and mentor. the small team of project managers, scrum masters.Cloud certification.General
Effective at building good working relationships with all levels of the organization and vendors, partners etc.Demonstrated professionalism, tact, diplomacy, discretion, and judgmentDetail- and customer-oriented team player with excellent organizational and follow-up skills.Leadership Qualities
iCare: Embodies iCare values and a team player that everyone enjoys working with and has a generous heart. Respect for people, partners and colleagues is paramount
COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions
CONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a great listener
URGENCY: Ability to move fast and drive business value and results
TRUST: Ability to earn the trust of the customer, teams and lives the company’s core values