Program Manager for Office of Threat Assessment managing operations of behavioral threat assessment teams. Supporting investigations, documentation, and educational outreach initiatives for campus safety.
About the role
- IT Service Manager managing ITIL processes and service delivery improvement for Expleo. Focused on risks, issues, and continuous improvement in the IT operations.
Responsibilities
- Define and maintain ITIL processes in line with the operational way of working
- Coach operational and technical teams on working with ITIL processes
- Define and monitor KPIs to drive continuous process and service improvement
- Report on, analyze, and improve processes and services at the content level
- Continuously identify and pursue standardization opportunities
- Monitor operational dashboards and coordinate required actions with internal and external stakeholders
- Ensure all service delivery processes (Incident, Change, and Problem Management) are correctly applied and SLAs are respected; escalate deviations to stakeholders
- Ensure all service-related activities are planned and executed; follow up on results and related action plans
- Proactively propose service improvements to internal and external stakeholders
- Proactively identify and mitigate potential issues before they escalate
Requirements
- Knowledge of ITIL processes and frameworks (Incident, Change, and Problem Management)
- Experience in service delivery management or IT operations
- Ability to define, monitor, and report on KPIs
- Strong stakeholder management and communication skills
- Analytical mindset with a focus on continuous improvement and standardization
- Experience with process documentation and operational reporting
- Experience with service management tools such as ServiceNow, Jira, or Confluence
- Familiarity with the payments, banking, or financial services domain
- Experience in an issuing or acquiring context
- Fluent in English
Benefits
- Holiday Voucher
- Private medical insurance
- Performance bonus
- Easter and Christmas bonus
- Employee referral bonus
- Bookster subscription
- 7card
- Work from home options depending on project
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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