Senior Transformation Project Manager – IT Outsourcing & User Support

Duration: 6 months renewable | Start date: ASAP | Location: Paris | Daily rate: Based on experience

We are looking for a Senior Transformation Project Manager on behalf of one of our clients in the financial sector as part of a Project to transform office IT outsourcing and improve End User Support services.

Context

As part of the renewal of its IT outsourcing contract, our client is seeking a Senior Transformation Project Manager to lead the transition to the new service model. You will be involved in the entire transformation cycle, from finalizing the contract process to operational management of the service provider, including establishing governance, monitoring service level agreements, and leading continuous improvement projects. You will also contribute to the integration of new solutions, particularly those related to Artificial Intelligence, to optimize user support processes.

Roles and responsibilities

• Supporting the finalization of the contracting process with the selected service provider.
• Prepare for the start of the new service and the transition plan.
• Establish contractual governance (operational committees, steering committees and strategic committees).
• Manage the transition until the system reaches its nominal operating level.
• Coordinate the IT teams, the business units and the service provider.
• Ensure monitoring of the service provider's performance through SLAs and KPIs.
• Monitor costs, analyze variances and contribute to budget management.
• Produce reports and decision-making support materials.
• To manage the deployment of new services, including a LiveChat system.
• Contribute to continuous improvement projects and the integration of Artificial Intelligence solutions into support processes.
• Supporting change management with users and internal teams.

Required Skills

Essential:

• Proven experience in IT project management
• Piloting experience IT outsourcing contracts, TMA or TRA
• Good command of ITIL frameworks
• Experience of supplier management and monitoring of SLAs/KPIs
• Ability to coordinate multiple stakeholders
• Proficiency in Jira and Confluence

Appreciated:

• Knowledge of Microsoft 365 environments and of the workstation support
• Experience on projects integrating solutions fromArtificial intelligence (chatbot, automation, ticket qualification)
• Knowledge of Nexthink or an equivalent user experience monitoring tool

Details

• Startup: As soon as possible
• Duration: 6 months renewable
• Location: Paris
• Presence: Full-time
• Freelance

If you are ready to take on this challenge within a major project, please send us your detailed CV highlighting your relevant experience in relation to this mission.

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