DMINT - Digital Support Lead

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KEY EXPECTED ACHIEVEMENTS

• Coordinate with key clients (Directors and process managers) to define roadmap and process priorities of the processes he owns : Change Management, Incident Management, problem management and Knowledge management
• Defining the Methodology and framework of the support operations aligned with Michelins global standards.
• Point of contact and accountable during Major Incident to ensure timely resolution of the most urgent and impacting incidents affecting business operations (Priority 1 incidents) .
• Be the escalation point for all clients on service-related issues.
• Manage escalations by ensuring correct processes are followed and that the right people are engaged to bring quick and efficient resolutions   
• Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service Management
• Manage, report and communicate on the performance of the processes.
• Own and manage the process including driving the evolution of the process from A to Z;
• Monitoring of applications, infrastructure from cloud and optimizing the same.
• Coordinate and facilitate the Change Management process across the program;
• Continuously work with a mindset of One DCTI Michelin by identifying opportunities to standardize, integrate and optimize processes between DMINT and the rest of Michelin  
• Be a agent of change and demonstrate thought leadership to drive various initiatives
• Own and be responsible for compliance like Project Audit, Security Audit (wherever applicable) along with key support SLAs
• Analyze operational results / KPIs and drive continuous improvements to improve service quality  
• Be role model and cultivate and foster the culture of open communication, trust, empathy within team.
• Ability to work both collaboratively with team members as well as autonomously on projects and transverse initiatives.
• Setting and meeting performance targets for service levels, quality, effectiveness and efficiency.
• To contribute to the production of management information reports for key groups within the organization.
• Develop and maintain close working relationships with stakeholders to identify process and systems improvements which could improve service provision and/or efficiency throughout the organization.
• He/She will also follow up and report on the adherence to the processes in the department and work with other support managers to ensure Michelin global coherence
• Should be flexible enough to work in a shift as per the requirement of the DMINT program.
• Should be able to work in a growing platform, turn uncertainties into opportunities and ability to provide solution to problems.
   

Skills

• Leadership, Solution orientation and problem solving. 
• Excellent communication, teaching and negotiation skills 
• Ability to work in a dynamic and demanding, uncertain environment. 
• Ability to make decisions quickly 
• Ability to communicate effectively with all levels of management 
• Ability to make complex information accessible
• ITIL V3 certification.
• Good understanding of ITIL approach, principles, and processes.
• Good working knowledge of an ITSM tool (ServiceNow is a plus)
• 12+ years of relevant ITIL service management experience
• Understanding of Database, Cloud and Technology literacy is most desirable.
• Understanding of agile is desirable.
• Working in a product organization and or supporting products on cloud including database,

Michelin Specific

• Knowledge of Evergreen or implemented Evergreen in previous engagement
• Knowledge of onboarding new application to Service Now,
• Understanding of various IT systems and processes is desirable.

Communication

• Planning communication, reporting project status and communicating to all stakeholders of the project at each key milestone: need, conception, design, build, delivery, run, debriefing…
• Ensuring and adapting the communication to all the actors involved in the project: (project team, stakeholders, sponsor, populations, vendors involved in the project...)
• Have difficult conversations regarding project issues, risk management, budget, and timeline and formally capture and communicate outcomes of those meetings.

Change Management

• Managing change towards the impacted stakeholders
• Verifying after implementation that the solution is consistent with the FSD requirements.

Good to Have

• Knowledge of Manufacturing domain.
• Should be able to lead and mentor. the small team of project managers, scrum masters.
• Cloud certification.

General

• Effective at building good working relationships with all levels of the organization and vendors, partners etc.
• Demonstrated professionalism, tact, diplomacy, discretion, and judgment
• Detail- and customer-oriented team player with excellent organizational and follow-up skills.

Leadership Qualities

iCare: Embodies iCare values and a team player that everyone enjoys working with and has a generous heart. Respect for people, partners and colleagues is paramount

COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions
CONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action
LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
PASSION: Passionate about Customer Success and is a great listener
URGENCY: Ability to move fast and drive business value and results
TRUST: Ability to earn the trust of the customer, teams and lives the company’s core values