PMO – External IT outsourcing resource manager

Keoni; France; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Keoni seeks an PMO/Operational Coordinator to manage on-site operations across eight external locations within an IT outsourcing framework. You will coordinate external resources, plan interventions, and ensure adherence to SLAs while driving continuous process improvements.

The role requires ITIL and ServiceNow proficiency, cross-functional collaboration, and strong organizational skills to handle multi-site environments.

Qualifications

• Proficiency in ITIL practices, particularly incident, request, and service level management.

Responsibilities

• Plan and coordinate operations across multiple external sites.
• Monitor and prioritize intervention schedules across eight sites.
• Escalate organizational difficulties to the manager and define corrective actions.
• Track incidents, requests, and recurring on-site activities to meet SLAs.
• Produce monthly indicators and dashboards for the manager.

Tools

ServiceNow

ITIL

Job description

Mission Context: The mission involves managing on-site operations at key external locations within an IT outsourcing framework. The scope encompasses the management and coordination of external resources operating across multiple sites currently being deployed.Mission Objectives • Manage and coordinate activities across the scope of external sites currently being deployed, totaling 8 sites. • Ensure the planning, control, and prioritization of operations within a managed services and local support context. • Guarantee adherence to service level agreements, particularly in incident and request handling. • Contribute to the continuous improvement of operational processes, procedures, and practices.Main Responsibilities: Operational Planning and Monitoring • Ensure the planning and control of operations within the assigned scope. • Monitor and prioritize the intervention schedule. • Address outstanding problems and incidents. • Escalate organizational difficulties to the manager to define appropriate measures.Customer relations and cross-functional coordination • Participate in discussions with business stakeholders and relay issues requiring a decision. • Participate in cross-functional projects within the Proximity department. • Coordinate certain small projects and ensure follow-up, including feedback analysis. • Collaborate with the activity lead for documentation management.Incident, Request, and Recurring Activity Management • Plan the handling of incidents and requests in accordance with the SLAs defined by the business. • Prioritize interventions and support employees in processing requests. • Manage incidents and requests related to workstation components: workstations, mobile phones, printing, landline phone accessories, headsets, adapters, boxes, etc. • Monitor the proper management of recurring on-site activities: visits to video conferencing rooms, training rooms, NIS Boxes, Red Line, etc. • Produce monthly indicators required by the manager for dashboard consolidation. • Track and report backlogs.Required Skills • Proficiency in ITIL practices, particularly in incident, request, and service level management. • Strong knowledge of ServiceNow for operational monitoring, reporting, and ticket management. • Ability to plan, prioritize, and manage multi-site interventions. • Experience managing external resources or managed service providers. • Good understanding of the workstation environment and local support. • Ability to generate metrics, track backlogs, and contribute to consolidated dashboards. • Comfortable coordinating across departments with business teams, technicians, business unit managers, and management. • Analytical skills and a proactive approach to improving processes and procedures.Desired Profile • PMO, operational coordinator, or service manager with proven experience in an IT outsourcing or on-site support environment. • Ability to manage multiple sites, activities, and stakeholders simultaneously. • Rigor, organizational skills, and the ability to structure operational follow-up. • Strong interpersonal skills, a service-oriented mindset, and the ability to interact effectively with business and technical stakeholders. • Autonomy, responsiveness, and the ability to escalate sensitive issues appropriately. • Experience in technical environments such as Windows 11, Office 2010, Skype, Appsense, Citrix, and multi-Active Directory is a plus.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]