ISM Installation Manager (H/F/D), La Plaine Saint-Denis

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Mission

• IT Service Delivery & Relationship Management
• SLA & Service Accountability: Act as the primary contact for assigned sites, ensuring that delivered IT services match order quantities and that agreed-upon Service Level Agreement (SLA) targets are consistently achieved or exceeded.
• Stakeholder Intimacy: Build strong working relationships with site management, suppliers, and regional ISM teams to deeply understand operational workflows and customer needs.
• Service Quality & Reviews: Define, maintain, and review country/cluster IT service catalogues. Facilitate regular service reviews with internal customers and suppliers, transparently reporting on performance and driving continuous service improvement.
• Support & Training: Establish and manage IT site support models following regional guidelines. Build and maintain a highly capable community of key and super-users on-site, ensuring their knowledge remains current.
• Process Education: Educate site users on structured change, incident, and problem management processes while coordinating complex, multi-application issue resolutions with central teams.
• Financial Management: Support the delivery of country/cluster IT budgets, ensuring financial transparency for all services to help optimize site P&L.
• Technical Infrastructure & Installation Management
• On-the-Ground Deployment: Coordinate and manage the physical deployment of new IT infrastructure services and projects on-site with suppliers, regional and local ISM, local operations and customers, ensuring alignment with regional standards and project scope, budget and timelines.
• Hands-on Troubleshooting: Provide pragmatic, technical issue management and resolution, involving relevant stakeholders
• Pre-Sales & Design Advisory: Contribute technical insights based on local supplier capabilities and regional standards to help shape practical infrastructure solutions during pre-sales, design, and build project phases.
• Risk & Escalation Management: Define and manage ISM projects or work streams independently, tracking activities against project schedules, managing costs, and executing timely escalations to remote project managers when issues arise.
• Documentation: Document, record, and maintain technical documentation and site architectures to preserve institutional knowledge and support ongoing business needs.

Profil

• Education: Bachelor’s degree in Computer Science, Business Administration, or equivalent professional work experience.
• Divisional Experience: Ideally 3–5 years of experience in supply chain, logistics, or a similarly fast-paced multi-site operational environment.
• Functional IT Service Experience: Minimum 5 years in IT service management roles with deep exposure to structured service analysis, relationship management, and service improvement frameworks.
• Technical & Installation Experience: Minimum 3+ years of direct experience working with foundational IT technologies (PC hardware, networking environments, Windows administration, and RF infrastructure).

Certifications:

• Required/Preferred: ITIL qualifications (e.g., Practitioner in Service Level Management or Practitioner in IT Incident Management).
• Core Competencies: Strongly customer-oriented with proven negotiation, communication, and influencing skills across all levels of staff and management. Demonstrated ability to work independently, manage shifting priorities, and maintain clear financial and cost awareness.
• Language Requirements: Business fluency in both French and English is mandatory.