A Joint Venture between Thales (67%) and Leonardo (33%), Thales Alenia Space is a global space manufacturer delivering, for more than 40 years, high-tech solutions for telecommunications, navigation, Earth Observation, environmental management, exploration, science and orbital infrastructures.
Thanks to our diversity of skills, talents and cultures, our customers (governments, institutions, space agencies, telecommunications operators), therefore have Space to Connect, Secure & Defend, Observe & Protect, Explore, Travel & Navigate.
**JOB POSITION: IT Service Governance Mgr**
- **and main responsibilities**
- In the frame of a new IT Service contract operated by a third party supplier, you will be the responsible to ensure that the Provider will operate the contract according to the given SLA/KPI.
- IT Service contracts are two, one on IT Infrastructure and one on Workplace, On Site Support and Service Desk
- You will be part of an International organization and responsible to ensure that the IT Service contracts are executed and operated according to the given SLA/KPI.
- **Technical skills**
- Good knowledge about ITIL processes and procedures for IT Service Management (ITSM)
- Good knowledge of the IT Infrastructure and Workplaces
- Good knowledge of ServiceNow Platform
- Incidents/Service Request Ticket quality check
- Manage aged Incidents/Requests backlog
- Manage Incidents/Requests escalations to the relevant IT Service Provider
- Manage Incidents/Requests communication
- Manage Dashboard to closely follow and report the different activities
- Manage Incidents/Requests priority according to business impact and urgency
- Incidents/Requests Analysis & process improvement proposals
- **Managerial skills**:
- Ability to work in an international team
- Communication and Active Listening Skills
- Synthesis and reporting of key events
- **Behavioral skills**:
- User "centric" approach
- Anticipate IT problems, possible solutions, needs and risks
- Focus on user satisfaction
- Strong "problem solving", reactivity and pro-activity skills
- Open, strong communicator who communicates effectively across teams, locations and cultures
- Good interpersonal and communication skills.
- **Language Skills**:
- Very Good knowledge of English language (mandatory)
- Good French language will be considered as a plus (optional)
-:
- 5 years minimum in a comparable role
- **Other**
- Available to travel within Europe
- Self-motivated and with a positive attitude, adaptable and flexible to change in a large organization.