Trouvez votre prochaine offre d’emploi ou de mission freelance Service Management

Problem Manager - Remote - Outside IR35 Must have an active SC Clearance The role covers Problem Records, Known Errors, Workarounds, trend analysis, Post Incident Reviews and continual service improvement. This position is suited to an experienced Problem Manager with strong IT service management expertise who is comfortable working across technical teams, customers and senior service stakeholders. Problem Manager Responsibilities Own and manage the end-to-end Problem Management process and associated governance. Lead Root Cause Analysis (RCA) investigations into major, recurring and complex incidents. Coordinate technical and service teams to identify underlying causes of service issues. Create, maintain and manage Problem Records throughout their lifecycle. Identify and document Known Errors and appropriate Workarounds. Develop and track corrective and preventative actions through to completion. Analyse incident trends and recurring service issues to identify potential problems before further disruption occurs. Lead Post Incident Reviews (PIRs) and ensure agreed actions are documented and completed. Drive continual service improvement initiatives based on problem trends, RCA findings and lessons learned. Ensure lessons learned are captured, communicated and embedded across relevant service teams. Produce clear Root Cause Analysis reports for customers, leadership and service teams. Work closely with Incident Management, Change Management, technical resolver groups and service stakeholders to improve service stability. Problem Manager Skills and Experience Strong experience working within Problem Management in complex IT service environments. Proven experience owning and governing the Problem Management lifecycle. Strong Root Cause Analysis (RCA) experience. Experience leading Post Incident Reviews (PIRs) following major or recurring incidents. Experience creating and managing Problem Records and Known Error Records. Strong understanding of Known Error Management and the development of operational Workarounds. Experience producing and managing Corrective Action Plans and Preventative Improvement Plans. Strong incident trend analysis and recurring problem identification experience. Experience driving continual service improvement and preventative action initiatives. Strong understanding of IT service management processes and the relationship between Problem, Incident and Change Management. Experience producing RCA reports, service improvement documentation and lessons learned. Strong stakeholder management and communication skills across technical teams, customers and senior leadership. Strong analytical and problem-solving skills with the ability to coordinate multiple technical teams through complex investigations. ITIL knowledge and experience within an ITIL-aligned service environment would be highly advantageous. To apply, please send your CV by pressing the apply button. Due to high volume of applications, only shortlisted CVs will be contacted. Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Notre client dans le secteur Retail recherche un/une Change/Release Manager H/F Description de la mission : CONTEXTE Le poste est rattaché à la DSI, sous la responsabilité du Directeur des opérations. La mission consiste à piloter et sécuriser les mises en production et les changements informatiques afin de garantir la qualité, la stabilité et la continuité de service du système d'information. Le titulaire du poste s'assure que chaque changement est évalué, planifié, validé, communiqué et déployé dans les meilleures conditions. MISSIONS Gestion des changements • Analyser et qualifier les demandes de changement • Évaluer les impacts, risques, dépendances et priorités • Organiser et animer le Change Advisory Board (CAB) • Faire valider les changements selon les règles de gouvernance • Assurer le suivi du cycle de vie des changes • Vérifier la conformité des changements avant mise en œuvre Gestion des releases • Planifier les mises en production • Coordonner les différentes équipes impliquées • Suivre les jalons de release • S'assurer que les tests, prérequis et plans de retour arrière sont prêts • Superviser les fenêtres de déploiement • Valider la complétude documentaire avant passage en production Coordination et communication • Communiquer les impacts aux parties prenantes • Informer les utilisateurs et les équipes support • Gérer les alertes en cas d'incident ou de retard • Maintenir une communication claire pendant les déploiements Contrôle et amélioration continue • Mesurer les indicateurs de performance • Suivre les incidents liés aux changements • Identifier les causes d'échec ou de régression • Proposer des actions d'amélioration du processus • Mettre à jour les procédures et standards ITSM PROFIL • Bac +3 à Bac +5 en informatique, systèmes d'information ou gestion de projet Expérience souhaitée en • exploitation IT • production • support • gestion des changements • Connaissance ITSM / ITIL • Anglais professionnel requis Outils à maîtriser • Outil ITSM : ServiceNow, EasyVista, GLPI, JIRA Service Management, etc. • Outils de planification • Outils de communication • Outils de reporting • Outils de déploiement / CI-CD selon contexte Informations complémentaires • Poste sans responsabilité managériale • Pas de déplacements professionnels Compétences / Qualités indispensables : Gestion des changements, Gestion des releases et mises en production, ITSM / ITIL, ServiceNow / outils ITSM, Anglais professionnel Compétences / Qualités qui seraient un + : coordination de projet, coordination d'équipeInformations concernant le télétravail : Oui — 2 jours/semaine

Problem Manager - Remote - Outside IR35 Must have an active SC Clearance The role covers Problem Records, Known Errors, Workarounds, trend analysis, Post Incident Reviews and continual service improvement. This position is suited to an experienced Problem Manager with strong IT service management expertise who is comfortable working across technical teams, customers and senior service stakeholders. Problem Manager Responsibilities Own and manage the end-to-end Problem Management process and associated governance. Lead Root Cause Analysis (RCA) investigations into major, recurring and complex incidents. Coordinate technical and service teams to identify underlying causes of service issues. Create, maintain and manage Problem Records throughout their lifecycle. Identify and document Known Errors and appropriate Workarounds. Develop and track corrective and preventative actions through to completion. Analyse incident trends and recurring service issues to identify potential problems before further disruption occurs. Lead Post Incident Reviews (PIRs) and ensure agreed actions are documented and completed. Drive continual service improvement initiatives based on problem trends, RCA findings and lessons learned. Ensure lessons learned are captured, communicated and embedded across relevant service teams. Produce clear Root Cause Analysis reports for customers, leadership and service teams. Work closely with Incident Management, Change Management, technical resolver groups and service stakeholders to improve service stability. Problem Manager Skills and Experience Strong experience working within Problem Management in complex IT service environments. Proven experience owning and governing the Problem Management lifecycle. Strong Root Cause Analysis (RCA) experience. Experience leading Post Incident Reviews (PIRs) following major or recurring incidents. Experience creating and managing Problem Records and Known Error Records. Strong understanding of Known Error Management and the development of operational Workarounds. Experience producing and managing Corrective Action Plans and Preventative Improvement Plans. Strong incident trend analysis and recurring problem identification experience. Experience driving continual service improvement and preventative action initiatives. Strong understanding of IT service management processes and the relationship between Problem, Incident and Change Management. Experience producing RCA reports, service improvement documentation and lessons learned. Strong stakeholder management and communication skills across technical teams, customers and senior leadership. Strong analytical and problem-solving skills with the ability to coordinate multiple technical teams through complex investigations. ITIL knowledge and experience within an ITIL-aligned service environment would be highly advantageous. To apply, please send your CV by pressing the apply button. Due to high volume of applications, only shortlisted CVs will be contacted. Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Almatek recherche pour l'un de ses clients, Un Product Owner – Produits Digitaux Sur Annecy. Mission: Pilotage d'un produit digital dans le domaine de l'habitat connecté et de la domotique, avec une forte interaction entre les équipes Marketing, Développement, UX, Qualité et Architecture. Indispensable : 5 à 9 ans d'expérience en Product Ownership Expérience sur des produits digitaux sur l'ensemble de leur cycle de vie Gestion et priorisation de backlog Rédaction de User Stories et critères d'acceptation Animation d'ateliers et coordination d'équipes transverses Vision produit orientée utilisateur et business Pilotage Agile Français courant Apprécié : Jira / IT Service Management Microsoft Office 365

A NOTER : Passage à 4 jours sur site / 1 jour TT d'ici 2027. Au sein d'une Digital Factory dédiée aux activités e-commerce d'un grand groupe de distribution, vous rejoignez une organisation agile composée d'une vingtaine de Feature Teams intervenant sur plusieurs produits stratégiques (plateforme e-commerce, système de gestion des commandes, outils de relation client, Design System...). Vous intégrerez plus particulièrement l'équipe en charge de l'Order & Service Management, responsable de l'orchestration des commandes sur l'ensemble des canaux de vente ainsi que des outils utilisés par le service client et les magasins pour la gestion des opérations après-vente. Dans le cadre d'un vaste programme de transformation, vous participerez également à la migration progressive vers un nouvel Order Management System (OMS), menée sur plusieurs années.

Gérer le processus de Release Management afin de réduire les risques opérationnels dans les environnements de production et de test. Coordonner les changements planifiés entre les équipes de développement et de production. Animer les réunions du Change Advisory Board (CAB). Assurer l'intégration efficace des nouvelles applications métiers dans l'écosystème, de la phase de conception jusqu'à la mise en production, au sein des différents environnements (Développement, Test, UAT et Production). YOUR ROLE • Manage the release management process to reduce operational risk in prod and test environments: • Coordinate planned changes between dev and production teams • Facilitate the Change Advisory Board (CAB) meetings • Efficiently integrate new business applications into the ecosystem from design to implementation in various environments (Dev/Test/UAT and prod) • Coordinate and execute technical tasks based on the requirements of different stakeholders (Security/Platform/Production/Infrastructure/provider and Dev) • Identify and mitigate risks, technical issues, and dependencies across the project • Collaborate with the Provider (Third-party Package) on technical requirements • Develop the project's reference document in collaboration with Dev • Estimate the workload of IT tasks during the project • Implement continuous improvement using the Problem Management process to reduce downtime for business applications- Internal stakeholders: Development, Service Management (Incident/Problem Management), DBA, Network, Citrix/Virtualization, Tooling, IT Security, IT Risk. • External stakeholders: Software and Service Vendors, Business Process Outsourcing Clients (Banks who are using our IT Platform and services)

Service Architect Must have an Active DV Clearance You will work closely with solution architects, project teams, operational stakeholders, and customers to develop service designs that meet both business and contractual objectives. The position is ideal for an experienced Service Architect with a strong background in service design, operating model development, governance, and live service transition. Service Architect Responsibilities Design end-to-end service solutions for low, medium, and high-complexity projects transitioning into live service. Develop service operating models, governance frameworks, and support strategies. Produce service acceptance criteria, operational support requirements, and transition plans. Define and contribute to SLA, KPI, service catalogue, and underpinning contract requirements. Conduct impact assessments of current operating models and design future service models. Define early life support requirements and facilitate service readiness activities. Identify and manage service-related RAID items, constraints, exclusions, and single points of failure. Design service processes, tooling integration, and supporting operational artefacts. Produce technical service documentation, build guides, work instructions, and operational procedures. Work closely with solution owners to ensure service stability, resilience, and operational efficiency. Service Architect Skills and Experience Minimum 5 years' experience in Service Architecture or Service Management. Strong understanding of service management principles, methodologies, and best practice. Experience designing service operating models for large-scale IT environments. Strong knowledge of service supply chains and operational support models. Experience delivering service transition, operational readiness, and live service acceptance. Ability to produce clear, concise, and high-quality technical documentation. Experience managing service risks, governance, and operational dependencies. Strong stakeholder management with the ability to influence technical and business leaders. Experience leading virtual and co-located teams within fast-paced delivery environments. ITIL, ISO20000, IT4IT, or equivalent Service Management qualifications desirable. To apply, please send your CV by pressing the apply button. Due to high volume of applications, only shortlisted CVs will be contacted. Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Capacity Manager - Remote - Outside IR35 Must have an active SC Clearance The role covers capacity monitoring, demand forecasting, performance analysis, resilience, risk management and capacity improvement planning. This position is suited to an experienced Capacity Manager with strong IT service management expertise who is comfortable coordinating technical teams and providing clear capacity insight to operational and senior stakeholders. Capacity Manager Responsibilities Monitor service, infrastructure and application capacity, utilisation and performance trends. Identify capacity constraints, bottlenecks and risks before they affect live services. Coordinate capacity planning activities across infrastructure, application and service teams. Assess current capacity against business demand and anticipated future requirements. Produce demand forecasts and growth plans to support future service requirements. Assess the impact of major incidents on service capacity, performance and resilience. Support recovery planning during major incidents where capacity or performance has been affected. Escalate capacity-related risks to operational teams, service leadership and relevant stakeholders. Develop and maintain capacity reports, dashboards and performance metrics. Produce Capacity Risk Assessments and recommend appropriate mitigation actions. Develop and track Capacity Improvement Plans through to completion. Work closely with technical teams to ensure capacity requirements are incorporated into service planning and operational decision-making. Support continual service improvement by identifying opportunities to improve performance, resilience and resource efficiency. Capacity Manager Skills and Experience Strong Capacity Management experience within complex IT service environments. Proven experience monitoring infrastructure, application and service capacity. Strong experience analysing performance, utilisation, demand and capacity trends. Experience identifying capacity constraints, bottlenecks and service risks. Strong demand forecasting and capacity planning experience. Experience producing Capacity Risk Assessments and Capacity Forecasts. Experience producing Performance and Utilisation Reports, dashboards and management information. Experience developing and managing Capacity Improvement Plans. Experience supporting major incident recovery where capacity, resilience or performance is affected. Strong understanding of IT service resilience, availability and performance management. Experience coordinating capacity requirements across multiple technical teams and service areas. Strong understanding of IT service management and ITIL-aligned processes. Strong analytical, problem-solving and risk management skills. Strong stakeholder management and communication skills across technical, operational and leadership teams. ITIL knowledge or certification would be highly advantageous. To apply, please send your CV by pressing the apply button. Due to high volume of applications, only shortlisted CVs will be contacted. Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Service Architect Must have an Active DV Clearance You will work closely with solution architects, project teams, operational stakeholders, and customers to develop service designs that meet both business and contractual objectives. The position is ideal for an experienced Service Architect with a strong background in service design, operating model development, governance, and live service transition. Service Architect Responsibilities Design end-to-end service solutions for low, medium, and high-complexity projects transitioning into live service. Develop service operating models, governance frameworks, and support strategies. Produce service acceptance criteria, operational support requirements, and transition plans. Define and contribute to SLA, KPI, service catalogue, and underpinning contract requirements. Conduct impact assessments of current operating models and design future service models. Define early life support requirements and facilitate service readiness activities. Identify and manage service-related RAID items, constraints, exclusions, and single points of failure. Design service processes, tooling integration, and supporting operational artefacts. Produce technical service documentation, build guides, work instructions, and operational procedures. Work closely with solution owners to ensure service stability, resilience, and operational efficiency. Service Architect Skills and Experience Minimum 5 years' experience in Service Architecture or Service Management. Strong understanding of service management principles, methodologies, and best practice. Experience designing service operating models for large-scale IT environments. Strong knowledge of service supply chains and operational support models. Experience delivering service transition, operational readiness, and live service acceptance. Ability to produce clear, concise, and high-quality technical documentation. Experience managing service risks, governance, and operational dependencies. Strong stakeholder management with the ability to influence technical and business leaders. Experience leading virtual and co-located teams within fast-paced delivery environments. ITIL, ISO20000, IT4IT, or equivalent Service Management qualifications desirable. To apply, please send your CV by pressing the apply button. Due to high volume of applications, only shortlisted CVs will be contacted. Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance. An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience. Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.