PMO – External IT outsourcing resource manager

Mission Context

The mission involves managing on-site operations at key external locations within an IT outsourcing framework.

The scope encompasses the management and coordination of external resources operating across multiple sites currently being deployed.

• Mission Objectives
• Manage and coordinate activities across the scope of external sites currently being deployed, totaling 8 sites.
• Ensure the planning, control, and prioritization of operations within a managed services and local support context.
• Guarantee adherence to service level agreements, particularly in incident and request handling.
• Contribute to the continuous improvement of operational processes, procedures, and practices. Main Responsibilities:
• Operational Planning and Monitoring
• Ensure the planning and control of operations within the assigned scope.
• Monitor and prioritize the intervention schedule.
• Address outstanding problems and incidents.
• Escalate organizational difficulties to the manager to define appropriate measures. Customer relations and cross-functional coordination
• Participate in discussions with business stakeholders and relay issues requiring a decision.
• Participate in cross-functional projects within the Proximity department.
• Coordinate certain small projects and ensure follow-up, including feedback analysis.
• Collaborate with the activity lead for documentation management. Incident, Request, and Recurring Activity Management
• Plan the handling of incidents and requests in accordance with the SLAs defined by the business.
• Prioritize interventions and support employees in processing requests.
• Manage incidents and requests related to workstation components: workstations, mobile phones, printing, landline phone accessories, headsets, adapters, boxes, etc.
• Monitor the proper management of recurring on-site activities: visits to video conferencing rooms, training rooms, NIS Boxes, Red Line, etc.
• Produce monthly indicators required by the manager for dashboard consolidation.
• Track and report backlogs. Required Skills
• Proficiency in ITIL practices, particularly in incident, request, and service level management.
• Strong knowledge of Service Now for operational monitoring, reporting, and ticket management.
• Ability to plan, prioritize, and manage multi-site interventions.
• Experience managing external resources or managed service providers.
• Good understanding of the workstation environment and local support.
• Ability to generate metrics, track backlogs, and contribute to consolidated dashboards.
• Comfortable coordinating across departments with business teams, technicians, business unit managers, and management.
• Analytical skills and a proactive approach to improving processes and procedures. Desired Profile
• PMO, operational coordinator, or service manager with proven experience in an IT outsourcing or on-site support environment.
• Ability to manage multiple sites, activities, and stakeholders simultaneously.
• Rigor, organizational skills, and the ability to structure operational follow-up.
• Strong interpersonal skills, a service-oriented mindset, and the ability to interact effectively with business and technical stakeholders.
• Autonomy, responsiveness, and the ability to escalate sensitive issues appropriately.
• Experience in technical environments such as Windows 11, Office 2010, Skype, Appsense, Citrix, and multi-Active Directory is a plus.

Application: CV + cover letter + copies of diplomas to be sent to contact@keoni. fr #J-18808-Ljbffr