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Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity.

By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future.

With 25 years’ experience and 10,000 employees across Europe and the Middle East, Devoteam promotes responsible tech for people and works to create better change.

#Creative tech for Better Change 

Descriptif du poste

This position is open to internship and apprenticeship.

As a PMO in the IT Performance team, your role will be to assist the IT units in their management of daily ITSM and ITBM tasks with the aim to improve the overall quality of our IT department services, with these  three main lines of responsibility:

RUN: Management of the Quality Governance of IT services ITSM and ITBM

• Animation of governance bodies. Preparation and leading of these key meetings (with the Domain managers/ Service Owners/ Support Delivery Managers/ Support Managers)
• Follow-up & support SO & SDMs in defining and implementing their objectives and action plans while assisting in the resolution of their challenges/pain points.
• Assist the CIO and the global IT department in defining, implementing and monitoring the execution of IT Service Management best practices
• Training of the teams on the processes 

BUILD: Continuous improvement of the ITSM and ITBM processes of the DSI

• Advice to Process Owners and Managers on their process: INC, REQ, PB, CHG, SLM, Catalog, KB, DEMAND, PRJ
• In particular, advice on the ITBM chain, from Idea to CHG, via Demand and all its possible artefacts.
• Follow-up of Project Managers on their project management, supporting them on the process application and tool usage.

Quality control of the IT Department

• Coordination for the definition of an IT Department dashboard for the Agents, and another one for the Service managers.
• Help the IT Performance team to identify relevant KPIs to assess the IT Department global performance in order to improve Service Quality.

Profil recherché

• ITIL knowledge
• Desired experience in ITSM and ITBM processes consulting
• Knowledge of Agile and Waterfall project management methodologies
• Knowledge of ServiceNow platform is a real advantage
• Fluent English (due to international stakeholders and IT support teams)
• Fluent French would be strongly appreciated

Soft Skills:

Communicative, firm, with leadership skills, good listener, pragmatic and patient

The Devoteam Group works for equal opportunities to promote its employees based on merit and actively fights against all forms of discrimination. We believe that diversity contributes to our organisation's creativity, dynamism, and excellence.

All our positions are open to people with disabilities.