Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.
Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.
Atos Managed Services (MS) key priorities are to deliver high quality services satisfying the needs of the customers.
In order to continuously improve the quality and customer satisfaction key priorities within MS are to reduce severity 1 incidents significantly, improve customer satisfaction measured from surveys and by ensuring a consistent use of key ITIL processes (Incident, Change, Problem, Capacity Management) meeting (or even succeeding) the service levels defined in SLAs.
Where the service delivery execution is done within MS-Global Factory (GF) or MS-Global Business Unit (GBU) the governance of the delivery is done within MS Service Management Center (SMC).
SMC’s mission is:
by applying, promoting, supporting and standardizing consistent Best Practice use of ITIL.
To achieve the mission SMC will:
The Configuration Manager is accountable to actively participate in the delivery of the Service Management Center-owned Global Configuration Management process and thus support the delivery of end-to-end services in line with customer and internal SLAs/KPIs.
Working within the Configuration Management process management community, the Configuration Manager will either:
NOTE: Shared lines used cross job description/operating model/process description are in italic.
The Configuration Manager is authorized to:
The Configuration Manager reports directly to the Configuration Management Regional Process Owner.
The Configuration Manager may manage a team of Configuration Analysts or Junior Configuration Managers.
The Configuration Manager will interface with the Process Service Manager in the Account Service Team and the technical experts in the Global Factory.
The Configuration Manager has the following key-skills:
Autonomy, Responsibility and Authority
Works to agreed objectives. Has full responsibility for quality of work performed, either as a manager or as a specialist.
Complexity of Work
Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts.
Demonstrates leadership skills on a regular basis.
Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally.
Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field, either in a management or advisory capacity.
Knowledge and Scope of Expertise
Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.
Learning and Development
Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments.
Ensures that all team members have the opportunity to contribute.
Takes ownership and follows through on team decisions and actions.
Calls team members to account, even in complex or sensitive situations.
Facilitates discussion and compromise to establish agreed decisions and actions.
Effectively motivates other members of the team.
Produces documentation written in concise, easy to understand and professional language.
Expresses own position clearly and concisely in meetings.
Persuasive and influential in presenting plans and ideas.
Demonstrates attentiveness to others through listening, questioning and summarizing.
Demonstrates sensitivity to subtle verbal and non-verbal cues from others.
Ensures that other members of the team are sufficiently informed.
Ensures own expertise in subject remains relevant and keeps abreast if industry developments and new ideas.
Proactively requests feedback from others to identify personal development opportunities and takes appropriate action.
Takes responsibility for managing own development.
Recognizes own strengths and weaknesses.
Takes time to reflect on personal behavior and actions.
Takes a highly organized approach to delivery.
Demonstrates a clear commitment to delivery.
Demonstrates responsibility for reaching agreed targets.
Is persistent, even when experiencing resistance or setbacks.
Calls others to account, when necessary, on failing to achieve an agreed result.
Continually measures progress against targets and deadlines in addition to quality standards.
Proactively seeks customer feedback and takes appropriate action.
Proactively approaches the customer for feedback.
Always considers the impact of decisions and actions on the customer.
Perceives issues from the point of view of the customer, is pro-active and raises different options, exceeding the customer expectations.
Effectively manages customer expectations.
Understands the implications of decisions and actions on overall business profitability.
Identifies and addresses potential threats to the delivery of existing business.
Makes positive contributions to business growth.
Seeks new solutions for the existing portfolio and initiates proposals for portfolio expansion.
Proposes deals and partnerships to potentials customers, suppliers and business partners.
Networks to the benefit of the business.
Works to high standards of personal and professional ethics.
Clearly indicates own opinion or standpoint, effectively managing the expectations of others.
Takes responsibility for own actions.
Adapts to changing circumstances and new information that impacts goals and plans.
Can play several different roles simultaneously according to the specific situation.
Smoothly adapts way of working to a new (customer) environment.
Experiments with new ways of doing things.
Takes a positive approach to dealing with change.
Presents a clear vision of what can realistically be achieved.
Expresses confidence and enthusiasm for new ideas.
Pursues goals with energy and vigor.
Encourages others to play an active role in the changing situations.
Demonstrates a genuine interest in people.
Attempts to establish the reasons behind the behavior of others.
Challenges problems rather than challenging people.
Is aware of people motivators and demotivators.
Stimulates others to grow and develop.
Adapts existing solutions for new problems of situations.
Makes realistic decisions about the best solution to pursue.
Produces unique or imaginative responses to a problem.
Demonstrates a personal ability to apply creativity in problem solving.
Discusses different aspects of the problems to bring more structure in complex situations.
Has the capability to present a clear business case.
This function is assessed as a GCM 5 although if there are management requirements for the role it may be a GCM6. It is likely that global roles (e.g. Configuration Manager for global accounts such as Siemens) will be one GCM level higher than regional/GBU roles.
ITIL Foundation Certified.
A Process Manager can progress into a Process Service Manager or Regional Process Owner role.
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.