Director - Customer IT Operations

We are seeking an experienced Information Technology leader with Service Management and Managed Services experience to help deliver the Digital Services objectives of Alstom on service quality and user satisfaction. Aligned with the 24x7 operating environment and global scope, this Managed Services role will interconnect the Digital Services ecosystem and Alstom customers across the globe. Success for this position is measured in the delivery of Contractual KPIs, strong process governance and driving iterative improvements.

Strategic Objectives

• Create a high performance work culture delivering consistent and class-leading Managed IT services to Alstom Customers globally
• Manage contractual relationship with Alstom’s strategic IT partner(s) and setup regional and global governance and organizational models
• Lead the IT Service Management work stream for the delivery of services, assuring that processes, organizational structures and roles and responsibilities are fit for use
• Contribute to the development of a costing models, strategic roadmaps and forecasting activities to ensure delivery objectives are aligned to business requirements and financial budgets

Tactical Objectives

• End to end service management accountability for support processes and delivery of the Managed Services globally
• Design and own the end-user support experience for all Alstom Customers globally
• Ensure stability in Operations through proper discipline and governance of the global processes
• Managing relationships within the all Alstom delivery teams to foster collaboration and mobilization of the teams at the right level
• Deliver all the reporting needed to manage operations across all Alstom Customers and drive the towers on Service Level issues
• Collaborate across teams to design the course of action regarding issues/concerns, implement mitigation plans, escalate risks and issues as necessary
• Follow the evolution of projects with the Regional Teams and Central Towers and facilitate a thorough move to ops process
• Provide and implement corrective action plans for areas when Managed Services delivery is not meeting Customer expectations
• Design and implement Alstom’s standard catalogue of Digital Services and ensure timely delivery
• Build and own the budget for support services, monitor spend and ensure adherence to budget
• Participate in cost modeling and service design for potential new business opportunities

People Objectives

• Establish a team charter with strong focus on end-user satisfaction and setup challenging individual goals and development plans for effective performance management
• Design and deploy a cross-functional team by defining clear roles and responsibilities and avoid potential overlaps and conflicts
• Encourage open communication amongst team members, suggesting and driving forward ideas on effective collaboration
• Periodic 1x1 conversations with team members to provide feedback on achievements and opportunities
• Build mindset within the team to manage global processes but also remain connected at local level to ensure applicability in the business environment
• Empower the team for decision making at their level to help resolve issues faster as appropriate

To be considered for this role, candidate need to demonstrate the following skills experience and attributes:    

• Graduated with a Bachelor’s degree in Engineering, Science or Technology,  should have at least 18-20 years of experience in  IT and related technology services
• Ability to remotely manage multi-cultural teams spread across the world
• Should have good communication, strong general management and people management skills
• Fluent in English, the candidate should be able to work with autonomy in a multi-cultural environment and ready to face the challenges that Alstom has to offer.
• Should have sound understanding and relevant experience in managing ITIL processes and framework 
• Ability to collaborate, influence and motivate cross-functional teams
• Good Understanding of Disaster Recovery Planning,  Resilience,  continuity of services in a complex environment
• Ability and flexibility to adapt to change, including shifting and competing priorities
• Demonstrate a strong customer, quality, cost and delivery focus
• Demonstrate collaborative work  approach with strong abilities in relationship management
• Proven ability to work in global companies delivering infrastructure across multiple geographies