ONBOARDING YOU TO THE COMPANY

At Nexans our global vision is to electrify the future. For over a century, Nexans has played a crucial role in the electrification of the planet. With around 25,000 people in 38 countries, the Group is leading the charge to the new world of electrification: safer, sustainable, renewable, decarbonized and accessible to everyone. 

Nexans recognizes the differences that make each employee valuable and unique. Diversity is key to performance and to our global ambition to lead the world in the energy transition towards a sustainable planet. This we know from experience. All differences are appreciated and respected at Nexans. As a result, you will be an active part of a multinational organization where we cultivate the culture of sharing your unique point of view. This is why we encourage diversity in our recruitment - Bring yours to Nexans, it is welcome!

As Incident & SDM Manager you will be responsible for overseeing the IT delivery services to our clients, ensuring that they receive high-quality and efficient support, with a strong focus on incident resolution management.

 

Areas of Responsibilities : 

 

Service Delivery Management Develop and maintain OLA with clients, ensuring that service quality and response times meet or exceed expectations. Manage providers delivery performance Monitor and report on service delivery performance, ensuring consistency of KPI’s, identifying areas of improvement and implementing corrective actions as needed Ensure incident, problem and change management process are fully in place Oversee the communication and ensure Performance is fully share among user’s community Incident management Drives the improvement of Incident Management process execution Oversees the lifecycle of Priority P1& P2. Make sure all process activities are performed, monitored and reported relying on all IT services actors Represents first stage of escalation for Major Incident P1 on Nexans side Ensure Major Incident communication towards IS/IT teams and partners is following defined escalation principles and is good of quality Report, escalate and remediate IM process deviations Perform incidents review for Major Incidents and recurrent incidents via performed Post Mortem reports and RCA as inputs to Problem Management Organize and execute Problem Management process Propose adequate change to the CAB when needed and when connected to IM & PM activities

 

Process management Identify opportunities to streamline service delivery processes and implement best practices to increase efficiency & productivity Continuously assess & upgrade the IT service management tool & technologies Knowledge management Guarantee and monitor the KB management from our Global Support partners Facilitate the training and the workshops for effectiveness of the IT Service delivery community Budget management Monitor expenses and identify cost-saving opportunities while maintaining service quality especially through automatization initiatives

 

 

Required skills & qualifications : 

Language: Fluent English (high level of both spoken and written English) Bachelor degree in Information Technology Minimum of 5 years’ experience in IT service delivery, with a proven track record of managing IT team and client relationships ITIL certification is a plus Strong technical knowledge across various IT domains, including network, security and cloud infrastructure Proven ability to analyze data, identify trends, and make data driven decisions Strong project management and problem solving-skills Exceptional customer service orientation and commitment to client satisfaction Excellent leadership, communication and interpersonal skills

OUR GROWTH CULTURE

Among our employees we share the same values- we are pioneers of the energy transition, dedicated to deliver to the highest standards of performance, united to achieve our ambitious goal.

At the individual level our growth culture is built on trust and collaboration.  We wish to welcome you as a valuable member of our team. To enable impact we believe in autonomy at the local level at the same time as we encourage knowledge sharing within our global engineering competence. 

REFERRAL REQUEST

In case this is not the job for you, but perhaps you have a friend who would be a great match - please forward the job to them, thanks!