- Company Name
- SERYCE
- Job Title
- Responsable de service Support aux Utilisateurs & Habilitations (F/H)
- Job Description
-
**Job Title:** IT User Support & Access Management Service Manager (F/M)
**Role Summary:**
Lead the IT User Support and Access Management service within the client’s Information Systems Department, overseeing user support, access rights, and external Service Desk operations. Drive service quality, SLA compliance, process optimization, and continuous improvement while acting as a key liaison between internal stakeholders and service providers.
**Expectations:**
- Manage a cross‑functional service team, ensuring alignment with company objectives and service standards.
- Maintain SLA adherence and service quality metrics.
- Champion ITIL processes and promote a culture of continuous improvement in ITSM practices.
- Serve as the primary fraud and corruption prevention point of contact, supporting compliance initiatives.
- Coordinate projects and scope changes within the service area, delivering on budget and timelines.
**Key Responsibilities:**
- Lead and coach the user support and access management team: staff planning, skill development, performance reviews, and budgeting.
- Oversee Service Desk operations, including vendor performance reviews, SLA monitoring, and escalation management.
- Conduct regular status meetings with internal stakeholders and external partners.
- Design and implement initiatives to improve productivity, efficiency, and user experience.
- Ensure adherence to ITIL best practices across all processes (incident, request, change, problem, access management).
- Continuously enhance ITSM tools (e.g., ServiceNow) and supporting documentation.
- Coordinate and manage technology changes, projects, and service updates within the scope.
- Act as the subject‑matter expert for fraud prevention, risk mapping, and compliance reporting.
**Required Skills:**
- Proven leadership and people‑management experience in an IT support/service context.
- Strong understanding of ITIL v3/v4 or equivalent frameworks.
- Expertise in service delivery, SLA management, and service desk operations.
- Experience with ITSM platforms, preferably ServiceNow.
- Ability to analyze processes, identify improvement opportunities, and implement solutions.
- Excellent communication, stakeholder engagement, and cross‑functional coordination.
- Knowledge of access management and security controls.
- Awareness of fraud and anti‑corruption practices within a corporate environment.
**Required Education & Certifications:**
- Minimum Bachelor’s (Bac+4) or Master’s degree in Computer Science, Information Systems, Business Administration, or a related field.
- ITIL Foundation certification required; higher-level ITIL certification (Intermediate/Expert) highly desirable.
- Demonstrated experience in a similar managerial role within IT support or service management.