Global IS Operations Manager HRIS

PROJECT INFORMATION:

Industry: Automotive

Client: from France

Remote work: Hybrid from Kraków, Poland (Old-Town, Wesoła I) - 2 days/week on-site

Project language: English (if you also speak French, it's a huge advantage)

Project length: long-term cooperation (at least a few years)

Start: ASAP

Assignment type: B2B

Organizational interfaces

§ Direct Manager

Global IS Operations Manager Corporate.

§ Direct Report

AMS contractors.

§ Organizational interfaces

Central services (help desk, asset management), Practices & IS Product Specialist

Global IT infrastructure Operations Manager.

Competencies requirements

Knowledge / Qualification

§ Master’s degree in IS or Engineering School with IT specialization or equivalent.

Previous Experience & key technical skills

§ HRIS domain experience: LMS, HR System (SAP Success Factor), Payroll, T&A systems.

§ ITIL v3/v4.

§ Lean management skills or appetite to learn them.

§ Problem-solving and continuous improvement.

Key behavioural competencies

§ Customer-centric, “go & see” mindset to understand problems and deep-dive when necessary.

§ Leader (for his team and transversally), organized.

§ Able to work with multicultural teams (esp. India).

§ English.

Responsibilities

§ Accountable for standard request management, L2/L3 support, corrective and evolutive maintenance of HRIS domain systems, after handover from project team during hyper-care phase including the Build to run activities.

§ Contribute to projects by supporting data migration from old systems to new ones.

§ Representative of HRIS for HR representatives on a daily basis.

Main KPIs

§ User satisfaction (NPS)

§ SLA KPIs:

o  Standard requests completion lead-time

o  System availability (%), number of incidents, MTTR of incidents

§ % of changes delivered right the first time (no patching or roll-back required)

§ Number of changes delivered

§ Maintenance and support costs (including licences)

Activities and deliverables

Main activities:

o  Support (incident management): manage standard service requests and level 2 support (level 1 = Help desk)

o  Corrective maintenance (level 3)

o  Pilot miscellaneous AMS contracts and activities

o  Preventive maintenance: monitor system KPIs to anticipate problems, including licence usage

o  Small evolutive maintenance (<10 man.days/evolution) from business analysis to deployment and actual value measurement

o  Release management: manage deployment of all changes impacting systems in his scope, in coordination with projects leaders/managers impacting them

Management activities:

o  Problem management: orient and support

o  Knowledge management: manage standards & continuous improvement of standards and skills

o  Security & quality KPI monitoring:

§ Lead user satisfaction survey (NPS), analysis of results and action plan

§ Define & maintain SLA (Service level agreement) with business stakeholders, monitor results and take action, if necessary

o  Governance: lead monthly HRIS IS/IT operation committee(s) with IT operation, IS operation, Asset management, and key business stakeholders