Digital I&Ops Service & performance management lead-1

The Digital I&Ops Service & Performance management lead leads the design, governance, and continuous improvement of IT service operations, performance management, and operational enablement across Global Digital.
The role ensures reliable, measurable, and optimized IT services by combining ITIL practices, observability, and Infrastructure & Operations (I&O)-driven automation capabilities.

He/She provides leadership in the implementation and continuous improvement of ITIL Service Management practices, including :

• Service Operation (Event, Incident, Problem Management, and Request Fulfilment)
• Service Design (Service Catalog, Service Level Management, Availability, IT Service Continuity, and Supplier/Vendor Management)
• Service Transition (Change Management, Service Asset & Configuration Management, and Knowledge Management)

He/She drives the governance and delivery of IT Operations managed services (Infrastructure and Workplace), including contractual and operational performance.

He/She ensures effective measurement, reporting, and communication of IT services and application performance through dashboards and KPIs.

He/She fosters a strong service culture within the Global Digital organization, focused on service excellence and the continuous improvement and measurement of Digital Employee Experience (DEX).

He/She oversees and optimizes vendor and supplier performance, ensuring alignment with service commitments and business expectations.

He/She directly reports to the Digital I&Ops Service and Performance manager and will closely work with Global Digital.

Key accountabilities

Accountabilities may vary depending on specialization :

Global accountabilities:

• Define, deploy, and govern end-to-end ITIL Service Management policies, processes, and procedures, ensuring increased control, standardization, and maturity of IT service delivery
• Collect, analyze, and leverage ITSM and Digital Employee Experience (DEX) data to produce KPIs(Key Performance Indicator), CSFs (Critical Success Factor) , and operational metrics, providing actionable insights and trend reporting to stakeholders to drive service excellence and improve user satisfaction
• Own the ITSM toolset strategy and roadmap, driving continuous improvement through automation, integration, and advanced analytics
• Promote and embed ITIL best practices and a service-oriented culture across the Global Digital organization
• Drive continuous improvement initiatives across IT operations, leveraging metrics, user feedback, and benchmarking to enhance service quality, efficiency, and user experience
• Lead service maturity assessments and transformation initiatives to continuously improve IT service delivery capabilities

Depending on the area of specialization, the IT Operations & Performance Manager may be accountable for the following domains :

1. ITSM Process Management

(Incident, Change, Problem, Request Fulfilment, Asset & CMDB)

• Define, implement, and continuously improve ITSM processes aligned with ITIL best practices
• Ensure end-to-end process governance, adoption, and compliance across Global Digital and partners
• Monitor process performance through KPIs and drive continuous improvement actions
• Ensure effective integration between Incident, Problem, Change, Request, and Configuration processes
• Lead maturity improvement initiatives (standardization, automation, quality)

2. ITSM Tooling Ownership

• Own the ITSM platform strategy, roadmap, and governance
• Ensure the tool supports business needs, ITIL processes, and integration with other systems
• Drive automation, workflow optimization, and self-service capabilities
• Manage relationships with tool vendors and ensure optimal usage
• Ensure data quality, consistency, and reporting capabilities

3. IT Operations Performance, KPIs & Reporting

• Define and maintain a standardized IT service performance framework (SLAs, OLAs, KPIs)
• Monitor and report service availability, performance, and reliability (e.g., uptime, unplanned downtime, MTTR)
• Provide executive dashboards and actionable insights
• Drive data-driven decision-making and continuous service improvement
• Ensure consistency and accuracy of operational data

4. Observability & Monitoring

• Define and implement observability strategy (monitoring, logging, tracing)
• Ensure proactive detection of incidents through effective event and alert management with providers
• Improve service visibility across infrastructure, applications, and end-user experience
• Reduce noise through alert rationalization and correlation
• Enable predictive and proactive operations

5. Operations Automation (I&O Automation / AIOps)

• Drive automation of operational processes (incident resolution, provisioning, maintenance)
• Identify and eliminate manual, repetitive tasks
• Implement auto-remediation and self-healing capabilities where appropriate
• Leverage analytics and AIOps to improve operational efficiency and predict issues
• Improve speed, consistency, and scalability of operations

6. Vendor & Contract Management

• Govern IT service providers (Infrastructure, Workplace, Service Desk, etc.)
• Ensure SLA compliance, service quality, and contractual commitments
• Lead service reviews and performance governance (operational / steering committees)
• Manage financial aspects (budget tracking, cost optimization, penalties)
• Drive continuous improvement with partners

7. Managed Services & Operations Governance

• Define and govern the operating model with managed service providers
• Ensure clarity of roles, responsibilities (RACI), and escalation paths
• Monitor operational performance end-to-end (beyond contract KPIs)
• Ensure alignment between internal teams and external providers

8. IT Service Continuity & Disaster Recovery (DRP)

• Define and maintain IT continuity and disaster recovery strategies
• Plan, execute, and validate DRP tests
• Ensure remediation of identified gaps
• Ensure alignment with business continuity requirements and risk management
• Maintain documentation and readiness

9. Digital Employee Experience (DEX)

• Own the DEX strategy, governance, and tooling
• Define and track DEX KPIs and improvement plans
• Collaborate across IT and business teams to address user pain points
• Promote a user-centric service culture

10. Service Availability & Configuration Management

• Ensure the accuracy, completeness, and continuous update of the CMDB (Configuration Management DataBase )
• Measure and report availability, performance, and reliability of IT services and solutions
• Define, monitor, and ensure achievement of service availability targets (SLAs)
• Identify risks and proactively prevent service degradation and outages
• Support the management of major incidents, ensuring effective communication and coordination across all levels of the organization
• Conduct Major/Critical Incident Reviews (post-mortems) and present findings and improvement actions to management

11. Knowledge Management

• Define and govern AI-ready Knowledge Management practices, ensuring structured, high-quality, and reusable knowledge to accelerate incident resolution, enhance service quality, and enable automation, self-service, and intelligent operations.

12. Service Desk & User Support Management

• Govern Service Desk operations (internal or external)
• Monitor performance (SLA, FCR, response/resolution time)
• Ensure high-quality user support and communication
• Drive continuous improvement of Service Desk processes and user experience
• Align Service Desk activities with DEX and business expectations

Specificities:

Each IT Operations & Performance Manager may have primary ownership of specific domains while contributing to others in a transversal manner.

What we will love about you

Technical applicative competencies

• Good knowledge of IT services delivered to Roquette users and business stakeholders.

Functional competencies

• Strong understanding of IT operations (Infrastructure & Workplace) and managed services environments

• Strong knowledge of ITSM and ITIL best practices (Incident, Problem, Change, …)

• Experience managing critical incidents with Infrastructure, Application and Business teams

• Good understanding of IT operations and service performance management

• Experience in vendor / managed services environments

• Exposure to automation / observability / performance management

• Proficient in communication and stakeholder management (technical & business)

• Strong interpersonal, teamwork and collaboration skills

• Ability to work autonomously and prioritize effectively

And also … (qualifications / requirements)

Education:

Engineer: Degree of BAC + 5 or equivalent . Specialized in jobs in IT technology

Experience:

Minimum 7 years of IT infrastructure experience, with up to 4 to 7 years in IT Operations and/or IT User services management.

Specific requirements:

• ITIL Certification (Foundation minimum)
• Root Cause Analysis (RCA) techniques
• Experience with KPI tracking, monitoring, and dashboarding
• Certification or experience with Digital Employee Experience (DEX) tools is a plus
• Knowledge of IT operations automation (runbook automation, scripting, workflow orchestration)
• Familiarity with observability practices (monitoring, logging, tracing, event management)
• Understanding of data-driven operations and analytics (AIOps concepts is a plus)

Business travel: less than 10%

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!

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