IT Governance Specialist focusing on ITSM processes at Riachuelo. Leading process evolution and project implementation within Jira.
About the role
- Governance & Excellence Manager overseeing service quality and standardization between France and Luxembourg. Lead initiatives to drive operational excellence and client satisfaction.
Responsibilities
- The Governance & Excellence Manager FR/LU ensures the quality, standardization, transition, and consistency of managed services shared between France and Luxembourg.
- Define, implement, and maintain the quality framework, process models (e.g., ITIL), KPIs, and quality metrics common to both France and Luxembourg.
- Ensure the adoption of best practices and compliance with contractual, legal, and regulatory requirements.
- Lead continuous improvement initiatives to enhance service quality and operational efficiency.
- Consolidate and report on service performance (SLA, financial performance, progress of improvement plans) for the Managed Services Director.
- Provide actionable insights through regular analysis of operational data and KPIs.
- Lead and manage joint governance bodies (Quality Committees, Process Committees, etc.) involving FRA and LUX teams, ensuring ongoing alignment and collaboration.
- Facilitate cross-functional communication and decision-making to support unified service delivery.
- Define methodologies and oversee processes for transitioning and transforming new managed services contracts.
- Ensure smooth onboarding of new clients and services, minimizing operational risks and disruptions.
- Define and maintain processes for cross-functional services and architectural standards across both countries.
- Collaborate with technical and delivery teams to ensure consistency and scalability of solutions.
- Establish and manage the Delivery Assurance function, including risk management services.
- Identify, assess, and monitor risks related to the delivery of managed services (risks of non-quality, non-compliance, etc.).
Requirements
- Bachelor’s or Master’s degree in Business, IT, Engineering, or a related field.
- 5+ years of experience in service quality management, governance, or a similar role within IT Managed Services.
- Experience managing teams across multiple countries or regions is highly desirable.
- Proven experience in implementing quality frameworks and driving continuous improvement.
- Strong understanding of ITIL or other IT service management frameworks.
- Experience in cross-country or multi-site environments is highly desirable.
- Excellent analytical, organizational, and problem-solving skills.
- Strong communication and interpersonal abilities, with experience leading cross-functional teams.
- Fluent in English and French
- Relevant certifications (e.g., ITIL, Six Sigma, Quality Management) are an advantage.
Benefits
- Health insurance
- Professional development opportunities
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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