Delivery Service Leader Digital Workplace

hace 2 meses

Palma, España TotalEnergies A tiempo completo

Pays

France

Lieu de travail

PAU-CSTJF(FRA)

Domaine

Systèmes d'Information

Type de contrat

CDI

Expérience

Minimum 6 ans

Contexte et environnement

Au sein de TGS, Total Global Information Technology Services (TGITS) est la filiale de services IT, au cœur de l’ensemble des Systèmes d’informations du Groupe. Nos missions ? En charge des infrastructures techniques, de la production IT, des télécommunications, des réseaux, des services aux utilisateurs, des applications des fonctions supports, des plateformes mutualisées SAP et Service Now, TGITS est en relation avec l’ensemble des entités SI du Groupe et des métiers. Mues par un collectif fort, nos équipes, réparties sur huit sites en France et à l’international, sont au service de l’ensemble des utilisateurs du Groupe.

TGITS appartient à Total Global Services, l’une des 5 branches du groupe Total, entité transverse qui rassemble 7 métiers supports : IT, comptabilité, achats, RH, formation, moyens généraux et consulting interne. Les collaborateurs de TGS bénéficient d’un point de vue d’ensemble sur toutes les activités du Groupe, au sein d’un collectif qui favorise l’autonomie et la bienveillance. Véritables experts de leur métier, ils concentrent leur énergie pour innover et simplifier les process du Groupe, pour créer des solutions durables qui soutiennent la croissance et la compétitivité de Total. Si l’environnement de travail digital, les outils de mobilité et tous les nouveaux usages associés vous passionnent, venez rejoindre TotalEnergies en tant que responsable de delivery pour les collaborateurs.

Basé à Pau, vous travaillerez au sein de la Division « Services aux Utilisateurs » de TotalEnergies Global Information Technology Services (TGITS), le centre de services mutualisés Système d'information de TotalEnergies. Dans un contexte de mutation technologique rapide et de transformation digitale de la Compagnie vous êtes responsable du pilotage du support de proximité d’environ 20 000 utilisateurs.

Activités
  • S’assurer de la satisfaction des utilisateurs en analysant et en améliorant les processus de support mais également en étant à l’écoute de leurs attentes et besoins (nouveaux usages digitaux, etc.)
  • Produire et analyser les indicateurs de qualité du service et de satisfaction des utilisateurs afin d’identifier les axes d’amélioration et assurer un très haut niveau de satisfaction
  • Piloter dans ce sens le contrat de prestation en charge de fournir le support de proximité
  • Collaborer aux projets de la Workplace avec les Product Owner afin de promouvoir les attentes des utilisateurs et développer des moyens de support de proximité innovants
  • Assurer une veille des pratiques et technologies du marché afin d’intégrer les nouveaux usages ou outils dans le support de proximité.
Profil du candidat

Diplômé bac + 5 (école d'ingénieur ou Master avec une spécialisation dans le domaine IT), vous avez minimum 8 ans d’expérience dans le pilotage de prestation/centre de service si possible dans la gestion de produits type workplace. Vous avez une bonne connaissance des processus ITIL, des méthodes agiles et du fonctionnement d’un poste de travail dans un environnement complexe. Une expérience dans la gestion opérationnelle d’infrastructures réseaux est fortement appréciée. Vous parlez couramment anglais.

Informations supplémentaires

TotalEnergies valorise la diversité, promeut le développement individuel et offre des opportunités d'emploi égales à tous les candidats.

TotalEnergies

est une compagnie multi-énergies mondiale de production et de fourniture d’énergies : pétrole et biocarburants, gaz naturel et gaz verts, renouvelables et électricité. Ses 105 000 collaborateurs s'engagent pour une énergie toujours plus abordable, propre, fiable et accessible au plus grand nombre. Présent dans plus de 130 pays, TotalEnergies inscrit le développement durable dans toutes ses dimensions au cœur de ses projets et opérations pour contribuer au bien-être des populations.

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