GDDS Service Integration Manager - Site Connectivity, Security, Modern Workplace (airliquidehr)

Job Description

How will you CONTRIBUTE and GROW?

The GDDS is a key delivery and competency center for Air Liquide Digital & IT organization, counting more than 350 IT professionals supporting the infrastructure, applications and data operations service lines. The GDDS is a global hub for solution expertise, solution architecture, project and delivery management, software and data engineering.

The Service Integration Manager facilitates the communication and workflow between the GDDS teams and their respective core/regional counterparts. S.he defines clear handoffs protocols between onshore and nearshore teams and the vendor teams in the GDDS, and ensures their effectiveness. S.he develops and maintains the business continuity plan for GDDS operations, including procedures for adapting and securing service delivery, and maintaining operational continuity in response to evolving needs and circumstances.

This Service Integration Manager will focus primarily on Global Infrastructure Operations (GIO) activities delivered by the GDDS, namely:

• Site Connectivity: WAN, LAN, WIFI, office telephony, video conferencing, digital signage, printing, site security

• Modern Workplace: digital workspace, end-user devices, corporate app store, service desk, on-site support, software deployment

• Security & Compliance: central authentication, identity access management, secure remote access, security monitoring, security incident response

• Cloud Services: IaaS, PaaS cloud platform build and run operations, enterprise applications release management, cloud file storage, SFTP, cloud labs, software factory, monitoring as a service

• Performance & Continuous Improvement: ITSM as a service, software asset management, operations continuous improvement

• Collaborate with stakeholders: work closely with representatives from both the core/regional teams and the vendor teams to understand their needs, expectations, and existing processes.

• Document protocols: Clearly document the agreed-upon interface protocols, including:

  • Communication channels (e.g., email, chat, meetings)

  • Escalation procedures

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  • Reporting requirements

  • Service level agreements (SLAs)

  • Key performance indicators (KPIs)

  • Roles and responsibilities for each team

  • Data exchange formats and procedures

  • Security protocols

• Obtain buy-in: Ensure all stakeholders understand and agree to the defined interface protocols.

• Monitor adherence: Regularly monitor adherence to the established protocols, tracking key metrics and identifying any deviations or bottlenecks.

• Facilitate communication: Act as a central point of contact and facilitate communication between teams, ensuring information flows smoothly and efficiently.

• Resolve issues: Proactively identify and resolve any issues or conflicts that arise regarding the interface protocols.

• Continuous improvement: Regularly review and update the protocols based on feedback, changing needs, and operational experience.

• Training and support: Provide training and support to both core/regional and vendor teams on the interface protocols and their practical application.

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Are you a MATCH?

• Experience Required - Min 7  years of experience from IT service , GCC of Industrial set up 

• Core Industrial companies , Mid size MNC with a global presence 

• Must have exposure on IT management related softwares Like ServiceNow / Open for learning new softwares 

• Communication and interpersonal skills: Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders and build strong relationships.

• Process orientation: Strong process orientation and ability to analyze and optimize workflows.

• Problem-solving and conflict resolution skills: Ability to identify and resolve issues and conflicts effectively.

• Diplomacy and negotiation skills: Ability to negotiate and reach agreements with different stakeholders.

• Cultural awareness: Sensitivity to cultural differences and ability to adapt communication styles accordingly.

• Power BI and Google Sheets: Proficiency in Power BI and Google Sheets for reporting, data analysis, and creating dashboards.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.