Project Manager IT Support Reorganization

Keystone Solutions is seeking a Project Manager for a consultancy mission at a client site focused on the reorganization of IT support. This role involves working within a team that has defined processes inspired by the ITIL framework, which are central to the IT Support operations. The team consists of less than 15 individuals, including process managers and a first-level Service Desk, which is outsourced and managed through performance objectives.

The client is currently undergoing various organizational adaptations to enhance user service orientation. The service offerings are presented through a service catalog that includes descriptions, scope, guaranteed service levels, and activation procedures for each available service. Regular updates are made to this catalog.

To support its ITIL processes, the client has implemented a unique ITSM tool, JIRA Service Management, which centralizes all service requests and monitors service and process performance through regular reporting and SLA implementation. This tool interfaces with several repositories that will form the pillars of the CMDB. Projects are underway to automate the discovery and collection of assets and their key attributes to enhance the CMDB’s data quality.

Responsibilities:

The client is currently leading a transformation program for on-site IT support, which relies on approximately 370 Local IT Correspondents (CILs) who provide informal IT support alongside their primary duties, as well as an outsourced service desk. This model has shown limitations and generated structural inefficiencies, including a lack of complete traceability of interventions, decentralized management of equipment, heterogeneous skill levels, underutilization of JIRA Service Management, and an insufficiently structured knowledge base.

The target model aims to professionalize and industrialize support by establishing a strengthened central Service Desk as a single point of contact (SPOC), local contact points, and an approach that promotes self-service and a robust Knowledge Base. It also includes structured collaboration with other entities and the implementation of a formal Target Operating Model (TOM) that integrates clear roles and responsibilities, service commitments, performance indicators, and governance.

The expected activities and deliverables include, but are not limited to:

• Analysis & Diagnosis: mapping CIL activities, classification (retain/transfer/automate/share/remove), measuring actual costs (~400 partially mobilized individuals), analyzing escalated tickets, identifying CIL profiles;
• Designing the Target Operating Model: drafting TOM, defining local contact point models, first-level service catalog, CIL authorization levels, asset management;
• Defining JIRA Service Management configuration needs: e.g., guided forms in business language, ultra-fast CIL forms, QR codes on critical equipment, updating CMDB, governed Knowledge Base;
• Change Management: plan based on a model, e.g., ADKAR or Kotter by population, communication to management;
• Training stakeholders: training current and future stakeholders in ITIL and the new organization;
• Management & Governance: managing the project with an iterative approach (avoiding a big bang that disrupts service) and a holistic vision (overall view from the first iteration); pilot phase (MVP) with before/after measurement; KPI dashboard; transversal governance; improvement plan in waves.

• Leadership
• Communication and simplification
• Managing resistance and supporting individuals
• Ability to work transversally
• Value and results orientation
• Risk management
• Good rapport with colleagues, polite and constructive

Evaluation Method:

ITIL 4 Managing Professional certification is mandatory. Project management certification (Prince2 or equivalent) is also required. Experience will be used as an exclusion criterion based on CVs. Specific project-related questions will be used to exclude candidates.

Candidates meeting the criteria will be interviewed based on the mission sheet to verify the expected technical and behavioral competencies.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today ., * Changement organisationnel

• (mandatory) - Level: T2 - Confirmed - Most recent: Any time
• CMDB / Asset Management
• (mandatory) - Level: T2 - Confirmed - Most recent: Any time
• Conduite de changement (ADKAR / Kotter)
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• Formateur ITIL
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• Gestion de processus ITIL
• (mandatory) - Level: T4 - Expert - Most recent: Any time
• Gestion de projet
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• IT Service Management
• (mandatory) - Level: T4 - Expert - Most recent: Any time
• Knowledge Management (remplace Confluence)
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• KPI / SLA Management
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• Service Catalogue Management
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• Target Operating Model (TOM)
• (mandatory) - Level: T3 - Senior - Most recent: Any time
• Utilisation de Jira Service Management (ticcketing)
• (mandatory) - Level: T2 - Confirmed - Most recent: Any time

Language requirements:

French (mandatory) Level Proficiency (C2)