Support and Operations Manager - Freelance (M/F)
Machine translation — original language: French.Show original
CONTEXT Search for a Support and Operations Manager, based in Rouen, to take responsibility for a new department within the IT department of a school. The objective is to strengthen RUN steering, take over the management of the support team, and structure ITSM processes in ServiceNow. This person will also relieve the current manager, who currently carries a heavy workload between operations and projects.
MISSIONS
- Manage the support team and technical profiles
- Organize and prioritize daily activity
- Steer incidents, requests, escalations, and major incidents
- Monitor SLAs, KPIs, backlog, and service commitments
- Structure ITSM processes and practices in ServiceNow
- Coordinate central teams, campuses, technical experts, and service providers
- Produce clear reporting for the IT department and drive continuous service improvement
The scope will include:
- Direct management of 3 tech IT support N2
- Cross-functional coordination with an FNG support expert
- Functional animation of IT managers and technicians regarding support organization, process compliance, request processing quality, and the use of ServiceNow
WORKING CONDITIONS
- Sector/client: School
- Start date: ASAP
- Estimated duration: BDC 3 months (renewable)
- Remote work: Yes, 2 days per week
- English: Professional
- Confirmed experience in hierarchical management
- Good mastery of ITSM processes
- Good mastery of ServiceNow to sustainably structure activity
- Ability to provide close management
- Ability to manage priorities and sensitive situations
- Ability to unite teams spread across several campuses
- Professional English