Our global Tech team operates in an agile manner within a dynamic product organization. Immerse yourself in a collaborative environment where innovation thrives, and your contributions will play a direct role in shaping the path of our cutting-edge products. As a key player in our agile setup, you'll have the opportunity to enhance efficiency, foster creativity, and play a pivotal role in our product development process.

Become part of a team that embraces adaptability and values continuous improvement, ensuring we stay at the forefront of global technology advancements.

From our HQ in central Paris, connect with our experts located across the world, and start an exciting journey with international opportunities.

Your key missions:

You will be required to work on leading Service Management Platforms like ServiceNow. For reporting and analytics, you will be required to work with ServiceNow reporting capabilities and with PowerBI and other reporting tools/ platforms. Other related products like Jira Service Management, Confluence etc. will also be helpful to execute day-to-day responsibilities.

More precisely, you will:

• The Service Manager ensures the business gets maximum benefits and value from its IT services and product through the implementation of pragmatic and effective IT service management.
• Contribute to a global IT service management practice that allows IT teams to deliver services more effectively; by providing solutions, processes, governance, and expert consulting in IT Service Management across the organization.
• You are sensible to customer satisfaction and service level in a fast moving environment; and prone to new ways of working.
• This role is essential for improving end to end service and process effectiveness in support of business objectives. You must simplify the process and tool landscape, improve policy compliance, and ensure best in class implementation and execution of all service management processes.
• You are familiar with problem solving techniques and continuous improvement methodology will be required
• You are familiar with broader set of technologies and basic Cybersecurity topics will be helpful to understand the eco-system of Tech solutions/ capabilities and their purpose/ impacts

• Strategic Vision: Contribute to the vision on its services and products and its translation into roadmap. Drives consistency between the needs of end-users and stakeholders, as reflected in the vision of its services and product, its delivery, and its deployment & adoption. Evaluates the costs and benefits of different options and make the best recommendations. Manages the financials of his area of responsibilities and define efficiencies. Work together with Service Delivery teams and technical towers/ product teams to ensure the best execution of processes.
• Delivery, Process & Project: Lead or contribute to the design and execution of service management processes (end-to-end service lifecycle), such as incident/ requests, crisis, change/release and problem management, service catalog management and other potential ITIL Practices based on ITIL v4  across the organization. Continuously improve the IT solutions, tools, processes, standards, documentation, compliance, training, and measurement that raise the quality of IT service management, in line with industry trends and best practices. Facilitate adoption and execution of processes and thorough follow up of action plan. Through strong processes mastery, build capability to sustain business continuity and performance that impacts business results positively. Act as escalation point for processes execution, leading crisis cell (Major Incidents or complex transversal incidents), when necessary, on global issues. Contribute to the consolidation of the performance of the organization on SM processes with smart KPI and contribute to make IT a data enabled organization. Contributes to assessment of delivery model, vendor performance and solutions, incl SAAS, to ensure coherent and performant delivery across the value chain (SLA, escalation, service management processes,..). Contribute to framing service management principles in product or services. Work closely with Service Delivery team for effective and consistent communication to users when necessary.

• Team Management: Actively working with peers and senior management to build and maintain strong, productive working relationships. Works transversally to all internal and external teams driving results through indirect management and influence. Lead a team of service management coordinators to ensure consistency of execution of processes like MI/ CABs/reporting etc. Manage indirectly outsourcing partners, ensuring best in class service delivery from them.

• Partner Governance: Leads on-boarding/ off-boarding of large partners for Service management practice and governs their performance in line with agreed objectives.

• Processes and Reporting: Builds and shares process performance reports, identifies improvement areas for various KPIs. Performs analysis on informational events in the context of preventing, monitoring and escalate directly to problem management (if unknown issue) or change management (if known issue) before incident happens. Provide regular reporting and updates on service performance to senior management

If you recognize yourself in the following description, don’t wait and apply!

• You have a bachelor's degree in business, technology, management, or a related field;
• You have 7+ years of experience in service management, preferably in a global or multinational company
• Certifications like ITIL® 4 Foundation are preferable but at the minimum, working knowledge of ITIL processes is required
• You have working knowledge of Service Now platform is preferable but at the minimum, experience with other large ITSM products is required
• You have a strong understanding of customer service principles and best practices
• Proficiency in project management and data analysis tools
• Familiarity or prior working experience in Agile Ways of working.
• You are fluent in English

Wait, there’s more…  

We offer you an outstanding and collaborative workplace that embodies our sharing & conviviality culture, the possibility to work remotely (up to 2 days a week), a very complete mutual insurance, an attractive compensation including profit-sharing, the possibility to train daily, employee events… 

Pernod Ricard is committed to offering equal opportunities to all talents. Our recruitment methods focus on skills and competencies.