Moteur de recherche d'offres d'emploi Groupe Bouygues

Service Delivery Manager (F/M)

Détail de l'offre

Informations générales



Date de parution


Description du poste

Filière Métier

Réf métier Bouygues SA - INFORMATIQUE

Intitulé du poste

Service Delivery Manager (F/M)



Temps de travail

Temps complet

Description de la mission

General overview
Equans have created a single, global, ERP Shared Line of Service (SLS) with 2 operating domains covering strategic ERP vendors and products, SAP, and Microsoft Dynamics, to lead the way in leveraging and adopting new technologies, tools, techniques, or practices to support and promote the use of ERP systems to extract the maximum value and return on investment.
Its focus is on supporting the business and its users with its strategies, goals, and objectives (a value partner), building an Equans ERP community, providing thought leadership, strategy and direction with aligned roadmaps and templates. Establishing security standards, governance, promoting best practices and providing Strategic Programme / Project Governance and co-ordination.
Reporting to the Head of Operations, you will be responsible for the onboarding (transition) of new customers into the service and working collaboratively on the continual evolution of the service and ultimately managing both external Service Delivery into Equans via strategic partners and vendors, and the corresponding Service Delivery to the SLS customers.
You will have the opportunity to work on a range of exciting new initiatives across diverse country / business sectors and this role is key to delivering the strategic objectives of the ERP Shared Line of Service. This will include the opportunity to utilise your skills and experience to continue to shape and influence the future direction and strategy of the SLS and the use of ERP globally within Equans.
You will be part of a dedicated team of ERP professionals that offers on-going development and career opportunity, and we are looking for an individual who has thorough but practical experience, passion and someone who strives for excellence who can promote a culture of continual motivation in a high demanding environment.
We offer a flexible working environment although some periodic multiple country travel will be expected.
Purpose of the Job
- Onboarding new customers into the service including the ‘pre-sales’ activities in relation to ‘bringing the service to life’
- Managing global strategic partners in relation to Service Delivery (run partners) and setting up
- Contribution and joint responsibility for administering existing and formulating new processes, policies, and procedures (SLS ways of working) in relation to the operational running of country / entity SAP systems.
- Working with multiple global entities in different countries to embed the Service as part of the overall Operating Model.
- Operating and managing the service delivery in a subsequent ‘run mode’ with 3 principle external delivery partners as part of a complex RACI.
- Managing a team of functional analysts / domain leads as the service matures and our service offerings expand.
- Identifying key areas for evolution and continuous improvement of the service and ultimately supporting the Equans transformation and convergence strategy towards future and strategic ERP products.
- Build strong global networks and relationships within the Equans ERP community and the wider IT and business.
- Periodic European and International travel to both customers and partners to support relationships and service delivery.
Key Responsibilities
- Global Customer Support & Success
- Customer demand management and customer relationship management (Business and IT)
- Working collaboratively with the team to develop strategies and global compliance on areas like Cybersecurity, Disaster Recovery, Change Management, testing, and user management to mitigate risk, and protect business critical activities.

- Governance & Management
- Supporting the Head of Operations in identifying areas for service improvement and subsequent contract change management processes.
- Chair or attendance (as required) to governance meetings in relation to the ERP SLS, including but not limited to; Innovation and CSI Committees, Service Delivery Reviews (Global and Regional), Operational Reviews (Regional), Customer Satisfaction Reviews (CSE).
- Management of the global Crisis & Escalation Management process.

Technical Function
Overall management and co-ordination of routine disaster recovery planning and testing on behalf of multiple Equans countries / entities.

Finance Function
Ensuring service delivery operational costs are controlled and in line with budget.

Managing the financial ‘on demand’ aspects of the service including ensuring appropriate local approvals are secured.

Key relationships:
- External strategic AMS and TMS delivery partners (multi geography).
- External Application Vendor (SAP)
- Internal (multiple entities in different countries
- Local Service Delivery Managers / Leads
- Local IT Heads / Business Stakeholders

Knowledge, Skills, and Experience
- ERP Products and Ecosystems– Thorough and detailed experience of key SAP products (ERP etc) across core functional domains Finance, HR, CRM, and technical products including newer cloud-based technologies plus knowledge of Microsoft Dynamics 365 and other ERP software.
- Leadership - Effective senior leader with the ability to motivate and inspire a team of experienced and specialist individuals plus demonstrable management experience within complex support and services delivery roles.
- Creativity – Ability to find fresh ways to improve and streamline processes and systems and can look for creative solutions to new business challenges.
- Organisation - Very strong organisational skills with the ability to respect deadlines and plan and prioritise accordingly.
- Partner Management - Proven experience and track record of managing multiple outsourced specialist third parties and contractors and associated activities in relation to complex ERP environments including experience of detailed contract review and interpretation with an ability to robustly challenge where required to protect the interests of Equans and its customers.
- Tools – Desirable to have experience of set up and development is service delivery management supporting toolsets such as Jira, Confluence, ITSM.
- Methodology – Desirable to have project management experience and exposure to agile ways of working and tools.
- Educated to Degree level or equivalent with a minimum of 10 years of ERP related experience in a comparable role, preferably in a multi geography environment.
- SAP Certification (functional or technical) highly desirable.
- Conversational French language competency highly desirable.
Behavioural Capabilities/Personal Traits
- Ability to prioritise issues and demands across multiple countries and activities and manage the self-delivery aspect effectively.
- Excellent and effective communicator with good inter-personal skills.
- Ability to analyse problems and provide effective solutions both orally and by clear, concise, and unambiguous documentation
- Pro-active with high levels of energy, tenacity, and enthusiasm to deliver results.
- Flexible and adaptable with strong attention to detail and accuracy


Retrouvez les informations sur le profil recherché dans la description du poste ci-dessus

Localisation du poste




E-mail opérationnel