The Adecco Group, based in Zurich, Switzerland, is the world’s leading provider of HR solutions. With more than 33,000 FTE employees and a network of over 5,500 branches, in over 60 countries around the world, Adecco Group offers a wide variety of services, connecting over 700,000 associates with more than 100,000 clients every day. The services offered fall into the broad categories of temporary staffing, permanent placement, career transition and talent development, as well as outsourcing and consulting. The Adecco Group is a Fortune Global 500 company. We are searching for a dynamic and enthusiastic individual to join the Global Information Management (IM) organization. The mission of IM is to manage our customer's information, fueling their competitive edge and success with reliable and innovative IT solutions in a more proactive way.
Operations Manager EMEA2
In this role, you will be responsible for delivering high quality, responsive, and continuously improving operation services in support of Adecco’s Europe to business operations. You will also lead, manage and govern all internal and third party resources to achieve all SLAs and meet all the needs of the dynamic and growing business environment including using an ITIL model to deliver services and improve capabilities, quality, and efficiency.
Main tasks & responsibilities
Ensure that Adecco and Outsourced teams have well documented processes for all processes where they are involved, by challenging the internal stakeholders.
Coordinate service delivery operations among Adecco and Outsourced teams.
Work closely with Problem Managers and Country Production Managers to help drive proactive analysis and improvement planning that will avoid reoccurrence of incidents, with strong focus on application availability.
Manage sourcing and contracting with suppliers supporting service delivery functions.
Ensure production teams have the resources required to achieve operational objectives.
Organize and maintain Availability Plans and guidelines.
Act as the escalation point for any incident or service request at global level which breaches (or is in danger of breaching) its SLA.
Support Country Production Managers.
Manage escalation from Adecco IM and business leaders and users.
Assures 24/7 Production on call service in shifts with his EMEA peers.
Challenge local stakeholders to correctly and timely use the CIM process.
Ensure that crisis management is in place when the availability SLA is in danger and every time that the Business is impacted.
Develop strong working relationships with a broad set of stakeholders, including executives and operational managers, IM technical leaders, BP managers, Outsourced management and team members.
Plan and facilitate sessions to secure direct feedback from customers and other stakeholders and act on that feedback to improve relationships and operations.
Be readily accessible and responsive to key leaders.
Make sure that the communication between the IM pillars is smooth, and act as facilitator.
Plan and drive improvements initiatives. Communicate objectives for initiatives and secure needed support.
Hold team members accountable for meeting agreed upon deadlines and quality standards.
Implement Adecco Global IM processes and assure compliance by Adecco and Outsourced teams.
Publish and presents the IM Operations production report.
Make sure that the reporting data uploaded in the different tools is consistent, that the availability rates are well calculated and presented, and that the feedback of the business perception is collected.
Contributes to negotiate and support the Service Level Management process.
Makes sure that the SLAs and OLAs have been negotiated by the stakeholders before the go live.
Provide feedback to Vendor Managers regarding the services provided by external providers, and escalate points where necessary
Matrix Management of both internal Adecco IM and Key Supplier Contacts to ensure a high level of Service and Customer Intimacy.
Education and certifications/training:
University degree preferably in a technical subject or any comparable education
ITIL 3 certification
Project Management education and experience
Professional & Leadership experience:
Minimum 3 years of experience in IT Operations role in a multinational and multi-provider organization, ideally within a customer services environment.
Good IM Infrastructure & Operations background, particularly with regards to escalation management and Service Design
Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level
Experience in managing vendors and suppliers, outsourcing contracts, KPI’s and SLA’s
Experience with IT Service Desk, Networks, Infrastructure & Operation
Significant experience in matrix management within an operational service delivery environment
Demonstrates a breadth and depth of operational service delivery management expertise.
Strong verbal and written communication skills and experience in an operational communication role
Global management experience and higher ITIL certifications are a plus
Some travel required
Excellent command of English.
Any additional European language is an advantage, especially German or French