Service Manager - IS&T Operations

Req ID:455511 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Services Manager –  IS&t  Operations

We are seeking an experienced Information Technology leader with Operations and Delivery experience to drive implementing and support of new capabilities aligned to service monitoring, availability and health. Aligned with the 24x7 operating environment, this role will broker the implementation and management support of a new Operating Model across the service desk and command center space. Success for this position is measured in the delivery of Operations capability, developing strong technical acumen within the team and driving iterative improvement,

Responsibilities Include

• Providing vision and leadership to ensure maturity of business intelligence within the department
• Collaboratively and extensively investigating, analysing and interpreting business need based on a strong understanding of business processes, drivers and priorities
• Setup governance and manage adherence to the operational budgets
• Manage operational changes to the supplier contracts
• Manage relationship with an external supplier of Alstom
• Monitor asset performance and recommending corrective measures.
• Accountable for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
• Identify opportunities to automate service requests and liaison with the Digital Factory team to implement newer ideas to make the process leaner
• Identify improvement opportunities to drive better user satisfaction both in terms of providing a simplified interface for submission of requests and the time taken to fulfill them
• Broad technical understanding of IT functions, along with an understanding of the capabilities of the service provider community to fulfil these requests.
• Maintain oversight of the end-to-end global process, resolving exceptions and dealing with queries in a consistent and timely manner.
• Work across functional teams in order to assess opportunities for improving efficiency, implement and operate automation capabilities (viz. Chatbot, RPA, Orchestration, Analytics, Self-Heal etc)
• Manage a team of analysts/specialists and supervise their performance
• Manage the Chatbot use cases for different IT scenarios.
  • Collaborate with cross-functional teams to design and develop APIs for system integration and information retrieval
  • Build and execute the roadmap (create wireframes, feature specs, stories, etc.) for the chatbot with the development team
  • Define, track and own the KPIs for the chatbot operations to deliver on metrics
  • Work closely with the development team to identify opportunities for new intents by gathering and analysing data
  • Design conversational AI experiences that are natural and engaging to help end users answer their questions or execute user intended transactions
  • Be the point of contact for assigned functional teams to make sure their content is up-to date and relevant on the Chat Bot by analysing reports and capturing feedback
  • Participate in design of personas, develop design principles, guidelines, standards for quality conversations that are consistent with our user experience principles
  • Stay tuned into industry trends and new innovations in the AI chatbot space
• Manage the RPA use cases
  • Identify candidates for automation in the request management catalogue
  • Define sustainable processes to manage the completion of tasks in a timely manner and with the right level of quality
  • Develop detailed documentation, test scenarios and success measures
  • Manage day to day operational issues related to the RPA execution with the development teams
• Manage the end-point automations for self-service and/or self-heal capabilities in collaboration with the workplace and other functional teams
  • Identify use cases from tickets at the Service Desk and assess technical solutions that could be transformed into self-help or self-heal use cases
  • Drive self-service initiatives and improve user adoption
  • Reduce overall incoming support tickets through meaningful innovation and anticipation
  • Identify possible interventions or business needs that may be resolved via a digital intervention (shift left or shift better opportunities)
• Manage business relationships with Service Desk and other stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts
• Establish best practices through the entire technical support process. Provide customer feedback to the appropriate internal teams

Behavioural Attributes

• Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
• Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
• Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals.
• Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.

Required Experience

• 12+ years of relevant experience being a Sr Manager and domain owner within IT Operations.
• Demonstrable experience providing leadership and strategic vision within area of responsibility
• Sound understanding of financial and procurement topics in a global context
• Ability to manage supplier relationship through influence
• Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
• Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes
• Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
• Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
• Communication Proficiency.

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.