Digital Operations Manager

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.

Purpose of the Job

The Digital Operations Manager is responsible for leading a team of Regional Business Process Experts (RBPEs) to drive successful digital initiatives across the organization. This role encompasses overseeing new information systems implementation, validating the closure of projects, and ensuring that process models are effectively applied within the region. The Digital Operations Manager will also ensure the usability of Global System Integrator (GSI) tools across all deployed entities while fostering a culture of continuous improvement and tool adoption. Reporting directly to the Digital Operational Excellence Director, this position plays a crucial role in enhancing operational efficiency and aligning digital strategies with regional business objectives.

Organisation Structure

The Regional Business Process Expert hierarchically reports to the Digital Operational Excellence Director in the Region.

Network & Links

• Collaborate with central teams (BPO and IS referees) for expertise on métiers and IS tools.
• Work closely with GSI leaders in each country/product line to animate and organize the key user community, capturing process gaps in knowledge, containing issues, and escalating when necessary.
• Engage with other BPOs in the region to ensure consistency of processes and tools, aligning inputs and outputs with Process Key Indicators targets.
• Coordinate with the central Methods and Tools team of each product line to implement the centrally defined strategy for process development and tool adoption.

Mission

Team Leadership:

1. • Lead, motivate, and develop a high-performing team of RBPEs.
   • Foster collaboration and knowledge sharing among team members and across regional units.
   • Set clear objectives and ensure alignment with overall digital strategy.

Project Deployment:

2. • Coordinate closely with GSI leaders in each country to ensure that project implementation is aligned with local business needs.
   • Oversee the submission of gap analyses to the Global Business Process Owner (BPO) before new information system implementations.
   • Support site teams in developing and delivering training sessions, coaching key users, and executing rollouts as defined by the program.
   • Monitor incidents and defects reported by key users at various sites, validating proposed solutions and acting as the entry point for issue characterization and resolution coordination with IS referees.

System and Process Sustainability:

3. • Oversee the validation of training materials for RBPEs, ensuring consistency and alignment of processes across the regional team.
   • Facilitate the creation, sustainability, and development of key user networks, ensuring effective communication between key users and the GSI support/run team to address issues and enhance collaboration.
   • Lead the analysis of key user needs, guiding the RBPEs in submitting necessary change requests to the central BPO.
   • Act as the primary liaison for RBPEs and department heads regarding process-related inquiries specific to their regions and métiers.
   • Drive the proposal of process upgrades to the Global BPO, leveraging insights from RBPEs and workshops with regional teams and IS referees to inform decisions.
   • Manage the assessment of key user competencies, guiding the development and implementation of skill enhancement initiatives that align with central strategic objectives.

Performance Measurement:

4. • Extract, consolidate, and analyze performance indicators and effectiveness metrics from various sites to inform decision-making and action planning.
   • Implement control measures to ensure that end-users are effectively utilizing the system, based on performance assessments.

Ensuring Process Adoption:

5. • Oversee the usability of GSI tools within all deployed entities across the allocated region.
   • Ensure adherence to established process models within the relevant métiers in the region and foster a culture of continuous improvement

Measurement

• Regular update of the PKIs and the process maturity matrix
• Follow up and closing the action plan
• Appreciation from site / country management for GSI adoption & support
• Quick response to process issues from the site
• Providing solutions within GSI for localized processes.

Qualification Requirements

• Minimum of 10 years of experience in operations, with a strong preference for hands-on experience in digital tools and management of support teams.
• Proven experience in project management, specifically in SAP roll-out projects; experience with GSI models is a plus.

Behavioral Requirements

• Strong focus on operational efficiency and continuous improvement.
• Proven capability in managing support teams and creating methodologies and tools to ensure effective support and monitoring of application adoption.
• Strong operational leadership capabilities, acting as the voice of business processes at the regional level.
• Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels.
• Demonstrated ability to gather business requirements and accurately convey them to the internal IS&T team.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.