Job title:
IT Service Manager
Company
SCOR
Job description
Job Description:As part of the Tech & Data team, we are hiring an IT Service Manager.The ITSM will have to coordinate SCOR Service management activities which includes Incident/Problem/Change; continuous improvement process; Performance monitoring; Business Continuity Plan; Adapting our Service Management ways of working to include best practices, comply with regulation and respect the proportionality principle; Contribute to the definition & implementation of the IT Asset Management framework.The role needs to have a client-oriented mindset, to be problem-solving oriented and openminded to work closely with various stakeholders.The IT Service Manager is a key member of the IT Department and will join a dynamic motivated team that aims on keeping SCOR systems running to minimize downtime.As the ITSM of SCOR your roles consist in : * IT Incident management- coordinating between teams and helping to minimize downtime.
- IT Service Management processes animation, coordinattion and monitoring (from incident management to root cause analysis, and problem resolution). Including the reinforcement of this role within SCOR and its evolution
- Services performance monitoring
- implement, maintain and foster a continuous improvement approach
- Collaborate with Risk & Security teams to handle the business continuity management , with the objective to define a risk-based business continuity process, from strategy to plan and testing, in line with business risks and objectives
- Ensure that Service Management best practices (like ITIL for example) are in place, including the appropriate tools to support it, documented and pragmatically adapted to SCOR environment, and make them evolve to comply with evolving regulations like DORA.
- Plan, Organize and animate regular governance to inform, manage and escalate ITSM topics
- Coordination with Transversal teams
The role needs to have a client-oriented mindset, to be problem-solving oriented and openminded to work closely with various stakeholders (Solutions Owners, Technical teams – OpSec, Production, etc.).The IT Service Manager is a key member IT department. It is key to be part of this collective, to be curious about all the other topics managed, as part of the new Operating Model inspired by Agile principles, the team members should be to help each other and get some help depending on the workload, priorities & emergencies.Responsibilities:Main responsibilities:
- Perform incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, client-facing issues , MS Azure
- Ability to analyze a high volume of technical data to identify incident trends and solutions while working in a high-pressure and fast-paced environment
- Strong leadership and decision-making skills to guide and monitor and guide the incident to resolution
- Oversee and manage every aspect of the incident, starting with its assessment and leading up to its resolution.
- Respond to reported service incidents, identify the cause, and initiate the incident process.
- Produce documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
- Prioritize incidents according to their urgency and influence on the business teams.
- Collaborate with the incident management team so all protocols are diligently followed.
- Keep Communications with upper management if necessary.
- Interact with users who open IT support tickets throughout the incident lifecycle, from initial impact assessment to follow-up after the incident is closed. Coordiante with Help Desk teams to keep them informed of the issues.
- Log all incidents and their resolution to identify and prevent recurring malfunctions.
- Conduct diagnostics, data collection, and troubleshooting activities to identify and resolve technical issues.
- You will ensure the proper coordination across the stakeholders that contributes to Incident respons (Operations, Business Contiuity, Disaster Recovery, …)
- You will develop & reinforce the Incident Management within SCOR in a context of regulation strengthening (ex: DORA)
- For critical incidents requiring immediate action (cyber attack, security incident, etc.), set up and coordinate the crisis unit with all appropriate stakeholders, ensuring communication is done at the right level and operational actions are implemented by the experts, and ensure the post-incident documentation/analysis is established
Performance and availability monitoring:
- Analyse performance metrics and key performance indicators (KPIs) such as availability, slowness, bugs, business impacts, etc. to identify room for improvement in service delivery and incident management
- Improve SCOR ITSM KPIs and build new one to ensure a 360° monitoring of the ITSM topics
- Maintain documentation related to incidents, resolutions, and quality standards for reference and analysis
- Regularly report on service quality, incident resolution, and performance metrics for management review
Continuous Improvement
- Collaborate with cross-functional teams to address and resolve incidents, ensuring effective communication and coordination
- Gather and analyze customers feedback to identify trends and room for improvement in service quality
- Implement continuous improvement initiatives to enhance service quality and efficiency, define action / remediation plan to permanently fix recurring issues
- Recovery management: define and test advanced scenarios beyond usual DR scenario (with cyber attack for example)
Business Continuity Plan Support overall Business Continuity (BCM) process by ensuring that the required IT resources can be recovered within business-related, agreed upon, time frames
- You will own and maintain the IT Service Continuity Management (ITSCM) Process and Plan
- Ensure the organization IT resilience capability, aligned with Business Resilience requirements through continuous improvement
- Monitor IT Disaster Recovery / failover services performance, identifying issues and remediation activities
- Ensure service continuity documentation quality and regular maintenance, notably in liaison with IT Disaster Recovery manager in charge of IT recovery plans and procedures
- Develop Tech & Data business continuity plan
- You will coordinate the development and delivery of the IT Service Continuity testing strategy, exercises approaches, scopes and schedule.
- Ensure alignment with Risk Management, validation by operational teams and business stakeholders
- Ensure, and where appropriate, participate in end-to-end testing for Service Continuity exercises, recovery exercises, as per the defined and agreed upon schedule
- Obtain service recovery assurance from third party service providers through participation to resilience testing and / or the provision of BCM reports as per the contractual obligations
- You will work closely with Problem Management, Asset Management, operational teams (including Disaster recovery) as well as BCM and Risk Management to maintain a consistent operational risk and threat-oriented approach
Best Practices & Process
- You will analyse the gaps between SCOR and market best practices (ex: ITIL) an propose pragmatic evolution to reinforce SCOR ITSM framework
- You will formalize SCOR ITSM processes framework ensuring they remain adapted to SCOR environmenent and comply with evolving regulation (keeping the proportionality principle)
- You will contribute to tooling evolution (with the Product Owner) to ensure it adapts to SCOR ITSM needs
Governance & communication
- You will Plan, Organize and animate regular governance to inform, manage and escalate ITSM topics
- You will collaborate with Governance Office to define the target training plan : train teams on incident response procedures and quality standards, fostering a culture of continuous learning
Collaboration with Transveral team
- You will maintain a close collaboration with IT transversal function such as IT Asset Management, Operations, Financial Controlling, Security & Compliance… in order to ensure that SCOR IT Service Management evolves with its environment & needs
Qualifications:Required experience & competencies
- 8+ years of experience working in an IT department
- Strong experience in IT Service Manadement and/or infrastructure service delivery
Hard skills
- Extensive knowledge ITSM Frameworks (ex: ITIL)
- Exposure to MS Azure, Windows and Linux OS
- Experienced in process modelization & reengineering
- Skilled in governance organization & animation
- Used to build and run reporting to monitor & communicate on service performance
- Experienced in using Service Level Agreement (SLA) to guarantee proper and professional support parameters
- Fluent in English (written, spoken)
- Experience with Service Now is a plus
Soft skills
- Positive energy, responsiveness, adaptability and team spirit.
- Excellent communications and people skills, including presenting, facilitation, networking, active listening and open minded.
- Demonstrate leadership and collaboration skills to bring teams together with experience in atricial organization
- Results-oriented and problem-solving.
- Ability to synthesize.
- Curiosity and a taste for exploring operational issues with pragmatism.
- Work both independently and in a team.
- Know how to combine methodology, rigor and flexibility: pragmatic approach to work.
Prioritize actions according to value and impact.Education
- Bachelor’s or Master’s Degree in Software engineering/computer science/ MS/Engineering or related discipline or equivalent experience
About Us:As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying “The Art & Science of Risk,” SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.Working at SCOR means engaging with some of the best minds in the industry – actuaries, data scientists, underwriters, risk modelers, engineers, and many others – as we work together to find solutions to pressing challenges facing societies.As an international company, our common culture is defined by “The SCOR Way.” Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.
Expected salary
Location
Paris
Job date
Thu, 08 Aug 2024 01:41:52 GMT
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