• Job Description

  Req#: 74140

  ONBOARDING YOU TO THE COMPANY

  At Nexans our global vision is to electrify the future. At Nexans' Innovation Business Group this means innovation beyond cable to bring differentiation and value to our customers, through disruptive services & solutions.

  Nexans recognizes the differences that make each employee valuable and unique. Diversity is key to performance and to our global ambition to lead the world in the energy transition towards a sustainable planet. This we know from experience. All differences are appreciated and respected at Nexans. As a result, you will be an active part of a multinational organization where we cultivate the culture of sharing your unique point of view. This is why we encourage diversity in our recruitment - Bring yours to Nexans, it is welcome!

  As the IT Service Delivery Manager, you will be responsible for overseeing the delivery of IT services to our clients, ensuring that they receive high-quality and efficient support, with a strong focus on incident resolution management, and request delivery improvement. You will be part of a team of IT professionals and work collaboratively with other departments to meet operational level agreements (OLAs) and maintain customer satisfaction. This role requires a strong abstraction and analysis capabilities, excellent leadership skills, and the ability to drive process improvement initiatives.

  Role & Responsibilities :

  Service Delivery Management:

  • Develop and maintain operational level agreements (OLAs) with clients, ensuring that service quality and response times meet or exceed expectations.
  • Manage providers delivery performance by setting up standardized and published OLAs and KPIs regularly followed-up
  • Monitor and report on service delivery performance, ensuring consistency of KPIs, identifying areas for improvement and implementing corrective actions as needed.
  • Ensure that Incident, Problem and Change Management processes are fully in place and continuously followed to reach a minimum “incident due to change” ratio
  • Oversee the communication and ensure that Performance is fully shared among users' community.

  Incident Management

  • Drives the improvement of the Incident Management (IM) process execution.
  • Oversees the lifecycle of Priority 1 (P1s) and Priority 2 (P2s) incidents. Make sure all process activities are performed, monitored, and reported relying on all IT Services delivery actors (internal/external Operation and Applications Global/AREA)
  • Represents the first stage of escalation on Nexans side, for Incidents when required and after SD IMS proper categorization/prioritization
  • Ensure Major Incident communication towards internal IS/IT teams and partners is following defined escalation principles and is of good quality
  • Monthly dashboard collection, analysis and communication (process KPI and measure SLA performance): IC Weekly Backlog + Root Cause Analysis (RCA) action plan Backlog to be created.
  • Collaborate with the Service Desk team to ensure smooth resolution process and continuous improvement with IM
  • Report, escalate and remediate IM process deviations (to minimize resolution time and number of incidents)
  • Perform incident reviews for Major Incidents and recurrent incidents via performed Postmortem reports and RRCA as input to Problem Management (PM)
  • Organize and execute Problem Management process by collecting Incident data through internal incident analysis and through central RCA reports
  • Involve any Subject Matters Experts (SMEs) needed to setup a sustainable resolution plan for problem eradication
  • Propose adequate changes to the Change Advisory Board when needed and when connected to IM and PM activities

  Process Improvement:

  • Identify opportunities to streamline service delivery processes and implement best practices to increase efficiency and productivity.
  • Implement ITIL (Information Technology Infrastructure Library) principles and frameworks to improve service management processes.
  • Continuously assess and upgrade the IT service management tools and technologies.

  Knowledge Management:

  • Guarantee and monitor the KB management from our SD partner
  • Facilitate the training and workshops for effectiveness of the IT Service delivery community

  Budget Management:

  • Monitor expenses and identify cost-saving opportunities while maintaining service quality especially through automatization initiatives.

  Required skills & Qualifications :

  • Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred).
  • Minimum of 5 years of experience in IT service delivery, with a proven track record of managing IT teams and client relationships.
  • ITIL certification is a plus.
  • Strong technical knowledge across various IT domains, including network infrastructure, security, and cloud technologies.
  • Excellent leadership, communication, and interpersonal skills.
  • Proven ability to analyse data, identify trends, and make data-driven decisions.
  • Strong project management and problem-solving skills.
  • Exceptional customer service orientation and a commitment to client satisfaction.

  OUR GROWTH CULTURE

  Among our employees we share the same values- we are pioneers of the energy transition, dedicated to deliver to the highest standards of performance, united to achieve our ambitious goal.

  At the individual level our growth culture is built on trust and collaboration. We wish to welcome you as a valuable member of our team. To enable impact we believe in autonomy at the local level at the same time as we encourage knowledge sharing within our global engineering competence.

  REFERRAL REQUEST

  In case this is not the job for you, but perhaps you have a friend who would be a great match - please forward the job to them, thanks!

• About the company

  Electrification From Sea to Shining Sea

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