Welcome to Digital Solutions SA!
Founded in 2016 and located in the heart of the Jura, in Porrentruy, Digital Solutions SA helps companies and institutions face digital challenges through the integration of new technologies.
As an IT integrator and service provider, we help our customers to innovate and develop their new digital products.
We’re already present in Porrentruy, Basel, Lausanne, Geneva, Martigny and soon in Fribourg, Bern, Zurich and Delémont.
Combining agility, innovation and performance, we provide a team of highly qualified engineers tailored to the specific needs of each of our customers and prospects.
We are working on three areas:
- Integration and innovation
- Software development
- Robotic Process Automation
SEARCH PROFILE: Service Manager
- Occupancy rate: 100%.
- Duration: indefinite, but maximum 5 years
- Start date: October 2024
YOUR MISSIONS :
- Manage and optimize day-to-day aspects of functional service delivery and operation,
- Interact on a day-to-day basis with service users to operate the service,
- Manage major incidents affecting the department,
- Ensure that the service complies with SLAs and participate in SLA updates on the service
- Act as coordinator in the change and production launch processes concerning his department,
- Present and document the service appropriately, notably in the catalog and knowledge base,
- Carry out qualitative and financial reviews of the service, perform risk analyses related to the service and ensure technology watch,
- Communicate and promote your service, ensuring that its objectives, options, service levels and scope are clearly understood,
- Maintain information on service-related configuration items (CIs) in the appropriate repositories,
- Coordinate service changes, ensuring that all necessary checkpoints are passed,
- Take charge of coordinating and steering all maintenance for the departments under its responsibility,
- Collect monitoring information and performance indicators, and set up service monitoring in collaboration with the organizations concerned, providing them with the information needed for monitoring, particularly following changes to the service,
- Carry out periodic service reviews and propose continuous service improvement plans,
- Carry out periodic reviews of service risks and propose mitigation plans.
QUALITIES REQUIRED :
- A sense of responsibility and contact with customers and users,
- Demonstrate initiative, responsibility and dynamism,
- Flexibility and adaptability,
- Ability to work in a team and withstand stress,
- Availability, commitment and adaptability,
- Constructive attitude to change.
TRAININGS :
- HES diploma or bachelor’s degree in computer science or EPF engineering diploma or federal diploma or equivalent,
- ITIL certification a plus.
SKILLS :
Core competencies
- Strong skills in organizing work and cross-functional teams in a matrix environment,
- Excellent oral and written communication skills,
- Excellent customer relations skills, with users and suppliers,
- Excellent understanding of ICT infrastructure, applications, systems and services,
- Proven experience in coordinating complex events or incidents,
- Experience in risk management related to service operations,
- Experience in crisis management following major or blocking incidents,
- Use of a ticketing tool (e.g. JIRA).
Additional skills
- ITIL certification by a recognized organization,
- Ability to integrate and work as part of a team, to collaborate and federate multidisciplinary teams in a matrix-type environment,
- Ability to communicate and report to senior levels of the organization,
- Ability to integrate and work as part of a team, to collaborate and federate multidisciplinary teams in a matrix-type environment,
- Ability to communicate with the customer and, in particular, to maintain a climate of trust, adapting his or her discourse to the person in question,
- Ability to assess the criticality of a situation and make decisions accordingly, or refer the matter to a superior,
- Proposing ways to improve service,
- Experience in an environment using agile methodology,
- Minimum safety skills (at least an understanding of what’s at stake).
- Knowledge of project methodology,
- Experience in public administration.
