Help Desk Project Director

Description de la mission

Context 

Our client is the Europe, Middle East, & Africa IT Retail Service Delivery Director of an international Cosmetic Company, responsible for a multi-lingual service desk supporting ~1500 retail locations across both wholly owned and partner store formats on their IT infrastructure & applications (sales, stock replenishment, traffic counting, workforce management, invoicing..).

Our client wants to improve and restructure its IT Retail Service organisation, Dashboard and governance, in particular : 

– It initiates a RFP for the replacement of the existing outsourced Level1 Retail Service Desk and Break Fix service. This service ends in February 2022 and the RFP should be ready by mid-January. 

– In addition, our client wants to set-up an IT Service Management Framework with Dashboard Reporting and Governance. The goal is to build a real governance and define a framework with dashboards to follow-up the service. 

Going forward the IT Service Management will be managed by an existing internal resource, This mission is to support the initial construction of the RFP and set-up of the ITSM Framework to help this resource in its new role.

The consultant will need to support the initiation of the L1 RFP, and will bring experience in IT Service Management methodology to help set the framework with business facing dashboard reporting and the governance process for the IT Service Management.

The consultant will work with the IT Service Management Lead (based in Paris) to initiate the RFP and to set-up the ITSM framework and governance. The consultant will have engagement with the business for the definition of the ITSM dashboards and working internally within IT to set-up the governance structure. In order to build a real service desk and improve the current practices, the consultant will speak with the stakeholders (retails operations directors) to understand their needs. The consultant will also work on the process of ITSM and help to drive the framework . He/she will create new processes and new meaningful KPIs.

The assignment will complete with the handover of the RFP and the ITSM framework/dashboard/governance to the IT Service Management Lead who will own this ongoing. The consultant will report to our Interconnexion Retail Service Delivery Director

Profil

• Strong knowledge of IT Service Management / Helpdesk 
• Experimented in IT Project Management / Framework and Dashboard design
• Knowledge in Retail sector 
• Good communication skills / Ability to interact with business stakeholders
• ITIL Certification (intermediate level at least)
• Fluent English mandatory (deliverables in english)
• Knowledge of Service Now / Jira is a nice to have
• Power Point / Excel 

Beginning:

• November
• Full time (possibly 3 or 4 days a week)

Location

 The consultant can perform remote working, although a Paris locality would be an advantage to allow direct working with the internal team