The Michelin Group

Senior Delivery Manager - End User Experience

• - - - - - - - - - - -

Key Responsibilities:

EUX Service Availability and Performance:

• Ensure consistent availability and optimal performance of EUX services.
• Monitor and address issues related to end-user equipment, onsite support, helpdesk services, and procurement processes.
• Implement best practices and standards to improve the end-user experience.

Leadership:

• Lead and manage the EUX functions ensuring alignment with organizational goals.
• Foster collaboration within the team and with other departments.
• Mentor and guide team members, facilitating skill development and growth.

Vendor Management:

• Oversee contracts and relationships with vendors to ensure service quality and adherence to SLAs.
• Evaluate vendor performance and manage negotiations to optimize cost and service delivery.

Project and Operations Management:

• Oversee and coordinate EUX-related projects, ensuring timely delivery and alignment with objectives.
• Manage day-to-day operations, ensuring seamless support for end-users.

Security and Compliance:

• Ensure that EUX services comply with organizational security policies and standards.
• Implement measures to safeguard user data and maintain system integrity.

Cost Management: and Contract Management

• Monitor and manage the budget for EUX services, ensuring cost-effectiveness.
• Identify opportunities for cost optimization while maintaining service quality.

Single Point of Contact:

• Act as the primary liaison with the EUX service line for all EUX-related topics.
• Communicate effectively with stakeholders, ensuring clarity and alignment on priorities and goals.

Skills Required.

• In depth experience in IT service management, with a strong focus on end-user services.
• Proven track record in managing projects, operations, and vendors.
• In-depth understanding of EUX topics, including end-user equipment, onsite support, helpdesk, and procurement processes.
• Experience in managing diverse teams and fostering cross-functional collaboration.
• Knowledge of ITIL practices and frameworks is highly desirable.

Availability

• Flexibility to work from the office 3-4 days a week.
• Flexible to collaborate with global teams across different time zones.