Assistant Manager -IT Operations -SAP CoE Team

Come join one of the most ambitious Transformation Program of Engie 

ENGIE's strategy to drive the energy transition and to industrialize the company, making it simpler, 

faster, and more integrated, is set. GET, Global Enterprise Transformation, is the Program decided by ENGIE to accelerate and standardize the ERP system as well as the effectiveness of processes, embarking the Company on a centrally steered and business-led transformation focused on making ENGIE an integrated industrial company. 

Therefore, GET Program is among the top 5 ENGIE priorities with genuine ExCom sponsorship. 

Be part of the Change and come build the Future at one of the most ambitious Transformation Program of the moment. 

 With a view to harmonization, ENGIE has embarked on a major program to transform its processes and IT tools. This project, which extends over several years, concerns all the entities of the group and requires a sustained support. 

To implement this support, we are looking to recruit a : 

GET – IT Operations Manager (M/F) 

The role is positioned in Pune (India)
The head office is based in Courbevoie (La Défense)

The GET program aims to deliver the future business and IT core model with a central “one ERP / One ARIBA / One MDG” platform. The functional context of the program covers a set of functional areas including accounting, controlling and procurement as main areas, recently extended to Business modules.

The GET program offers a unique opportunity to onboard on one of the most ambitious and strategic Enterprise transformation programs with a very high IT footprint with S/4 & SAP ARIBA as central IT components. Innovation is at the heart of GET Program with an ambition to implement a best in class processes & solution.

The IT Operations Manager role is to reinforce GET IT Team, within the GBS IT SAP Center of Excellence, and be accountable for managing the incident management, service requests and problem management.

Overseeing the Incident Management process, the IT Operations Manager ensures efficient resolution of incidents, and maintains communication with all stakeholders (entities, GBS IT, local IT, GET run provider). He/She coordinates the response to incidents, making sure all needed resource are actively working on the issue to ensure timely resolution.

The ideal candidate will have a strong background in operations management, with a proven track record of effectively handling and resolving incidents in a timely and efficient manner. Key responsibilities include coordinating and prioritizing service requests, ensuring that incidents are thoroughly documented and resolved according to established procedures, and identifying areas for process improvement to enhance overall operational efficiency. The Operations Manager will also be responsible for providing guidance to the team and support as needed to ensure optimal performance.

Job Responsibilities:

• Oversee and monitor incidents, service requests and problems
• Follow up on the incidents, service requests and problems, to ensure in every moment the incidents are correctly processes, all the activites have been taken in charge by the correct owner and executed according to the SLA agreed and with the right quality towards the customer
• Identify and remove the roadblocks towards the incident resolution and service requests execution
• Work with the RUN provider to ensure an effective process execution for incident management, service requests
• Monitor KPI and SLAs
• Cooperate within the overall organization
• Raise open points, identify risks and mitigation actions, manage escalations if needed
• Provide reporting to the management
• Ensure compliance towards ITIL best practices
• Coordinate and work with international teams spread across multiple locations

Position requirements

• 6-10 years experience on IT Operations on SAP environments with at least 3 years of experience
• Deep knowledge of ITIL foundation
• Fluent English (oral/written)
• Leadership, experience in transverse management and large team cross coordination
• Focus on Business Satisfaction
• Lean and continuous improvement mindset
• Experience of working in project management mode
• The ability to work independently and as part of a multi-disciplinary team is essential
• Team spirit