ITIL v4 Senior Consultant / Service Manager - Governance & Operating Methods

ABGi Technology is recruiting on behalf of its client, a large industrial group in the energy sector, for its future ITIL v4 Senior Consultant / Service Manager - Governance & Operating Methods, based in Lyon.

🔎 YOUR MISSIONS

As part of a programme of transformation, structuring and continuous improvement of its IT operating processes, our client wishes to strengthen its teams with a Senior ITIL Consultant specialised in operational governance and operating methods.

You will work in a critical industrial environment, characterised by high requirements for availability, security, service continuity and quality of IT operations.

Your role will be to analyse, formalise, optimise and support the deployment of IT operating processes, drawing on ITIL v4 best practices, Agile / SAFe methodologies and a good understanding of technical infrastructures.

You will work closely with operations teams, level 3 technical experts, service managers, infrastructure teams and the various stakeholders involved in operational governance.

Your objective will be to make operating practices more reliable, harmonise processes, improve service quality and support teams in adopting effective and sustainable ways of working.

The missions required of you:

• Analyse existing IT operating processes and identify areas for improvement;

• Carry out the mapping of operational processes, their interactions and associated responsibilities;

• Define, formalise and optimise IT service management processes in line with the ITIL v4 framework;

• Support the implementation and improvement of incident, change and service request management processes;

• Identify organisational dysfunctions and propose appropriate corrective actions;

• Contribute to structuring and harmonising operating methods across the various technical teams;

• Define and formalise best practices, standards and procedures that make operational activities more reliable;

• Support teams in applying ITIL processes and adopting new practices;

• Provide methodological support to N3 technical experts and N2 operations teams;

• Contribute to improving the handling, escalation and resolution processes for complex incidents;

• Take part in organising and improving Maintenance in Operational Condition (MCO) activities;

• Contribute to making operating procedures for Production and non-Production environments more reliable;

• Support teams in managing technical evolutions and changes affecting infrastructures;

• Take part in defining and monitoring continuous improvement actions for service quality;

• Set up and monitor indicators to assess process effectiveness and identify areas for improvement;

• Contribute to the documentation of processes, operating procedures and best practices;

• Take part in writing and updating Technical Architecture Documents (DAT), operating procedures, test plans and technical guides, in coordination with the relevant experts;

• Ensure traceability of activities and keep tracking tools such as Jira and ServiceNow up to date;

• Take part in workshops, coordination meetings and operational governance bodies;

• Contribute to Agile / SAFe ceremonies and to improving collaborative practices;

• Design and run training, awareness and change support activities for teams;

• Capitalise on lessons learned to foster continuous improvement and standardisation of practices;

• Be a driving force in the evolution of methods, tools and the organisation of operational activities.

🎯 OUR REQUIREMENTS

Required skills and experience:

• Significant experience in roles such as ITIL Consultant, Service Manager, Process Manager, Head of Operating Methods or IT Governance;

• Excellent command of the ITIL v4 framework, particularly incident, change and service request management practices;

• Practical experience in the analysis, mapping, formalisation and optimisation of IT operating processes;

• Command of Agile and SAFe methodologies and ability to work in organisations operating on these principles;

• Experience in deploying ITIL best practices and supporting operational teams;

• Good understanding of IT operations, Maintenance in Operational Condition (MCO) and service quality issues;

• Ability to collaborate effectively with N2/N3 technical teams, operations managers and business stakeholders;

• Technical knowledge of Linux environments, particularly Red Hat Enterprise Linux (RHEL);

• Knowledge of Python and Bash scripting;

• Knowledge of the principles of automation with Ansible;

• Professional experience in industrial IT environments;

• Ability to produce clear, structured and directly usable technical and methodological documentation;

• Excellent oral and written communication skills;

• Good command of technical English;

• Rigour, organisational skills, synthesis skills and the ability to coordinate several stakeholders.

The following skills would be real advantages:

• Experience in setting up or improving IT service governance;

• Practice of ITSM tools such as ServiceNow, particularly for incident, change and request management;

• Experience with Jira in tracking operational activities and improvement plans;

• Knowledge of the challenges of monitoring, observability, automation and maintenance in operational condition of infrastructures;

• Experience in building and monitoring operational performance indicators (KPIs);

• Practice of running workshops, training and change support;

• Experience in formalising documentary frameworks, procedures and operating standards;

• Certification ITIL 4 Foundation or higher;

• Experience in large-scale organisations involving several technical and operational teams.

Experience in a demanding industrial environment is a real advantage, particularly in the sectors of energy, nuclear, critical infrastructure, transport or heavy industry.

👤 PROFILE SOUGHT

Holding a Bac+3 to Bac+5 qualification in computing, information systems, IT service management or an equivalent field, you have proven experience at a confirmed to senior level in IT service management, ITIL processes and operating methods.

You have a solid technical background enabling you to understand the challenges of IT infrastructures and to communicate effectively with operations teams and technical experts.

You master ITIL v4 best practices and know how to translate them into concrete operational processes suited to the constraints of a critical industrial environment.

You are able to step back from an existing organisation, identify areas for improvement and propose structured solutions to strengthen the quality, reliability and efficiency of operations.

You are recognised for your autonomy, rigour, analytical and synthesis skills, as well as your ability to rally teams around continuous improvement approaches.

Your teaching ability, sense of service and interpersonal skills enable you to effectively support technical and operational teams in evolving their practices.

You enjoy complex environments in which governance, coordination, process formalisation and service continuity are major challenges.

📍 ADDITIONAL INFORMATION

• Location: Lyon

• Remote working: 2 days per week

• Expected start: 1 January 2027

• Expected duration: Long-term assignment, until 31 December 2029

• Environment: Large industrial group in the energy sector, critical infrastructure

• Methodologies: ITIL v4, Agile / SAFe

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