Service Owner - Document Management (M-Files)

Service Owner - Document Management (M-Files)

Project location: Pune, India - Pune, Maharashtra, India(Hybrid)

Duration: 12 months

Project context

We are seeking an experienced Service Owner to oversee our document management solution, with focus on M-Files, during a temporary leave of the permanent holder. This role is pivotal to ensuring the continuity, stability and performance of our document management services and supporting ecosystems, as well as enhancing our IT operations and support services.

Acting as Interim Service Owner, you will be responsible for the successful management of SYENSQO’s document management tool M-Files and its integrations or dependencies with our documentation ecosystem,, ensuring its support, evolution and continuous improvement, and securing the end-to-end service ownership, acting as central for how the application runs, is maintained, improved and aligned with business needs.

Goals and deliverables

Key responsibilities:

• Ensure the effective operation and service delivery of document management application M-Files, as well as its integrations with our application portfolio (Shared Drive, Sharepoint etc.), including indecent handling and performance management.

• Act as the interface between the business and technical stakeholders ensuring the solution meets evolving business requirements.

• Manage external vendors to ensure contract compliance, timely resolution of issues and alignments with SLAs, and oversee performance metrics.

• Ensure appropriate documentation is maintained around the solution architecture, configuration, operational procedures and integrations.

• Monitor and manage software licensing and ensure compliance with licensing terms.

• Drive incident and problem management process, ensuring root cause analysis and implementation of long-term fixes.

• Steer the lifecycle of the solution, including planning for changes, enhancements or transformation.

• Ensure service governance and compliance with IT policies and processes.

• Act as technical expert for integrations and complex services scenarios of the solutions and its connections with the existing platforms ecosystem into existing infrastructures and improve offers to future transformations.

• Collaborate with stakeholders to shape the roadmap of the services, ensuring they evolve in line with organizational strategy.

• Use data and insights to influence service improvements and prioritize enhancements.

• Proactively identify and implement changes to improve service capabilities, user experience, and operational efficiency.

• Collaborate in the centralized knowledge strategies that combine the repositories, ensuring data accuracy and accessibility, reducing the business silos without jeopardizing security standards.

• Measure and improve key service KPIs (e.g., resolution time, user satisfaction).

• Deliver specific reporting and analysis on services’ quality, usage and satisfaction.

Qualification and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Proven experience as Service Owner or similar role, with strong background in IT Service Management and application ownership on documentation environments.

• Strong understanding and hands on experience with M-Files (Implementation, configuration, administration).

• Demonstrated ability to manage vendor relationships, including contract and license management for document management applications.

• Familiarity with ITIL framework, Service Level Agreements (SLAs), and service lifecycle management.

• Excellent communication skills with proven ability to engage stakeholders and translate business needs into actionable technical solutions.

• Strategic problem solver with strong technical expertise, capable of leading through ambiguity, innovation and changes.

• Previous experience in transitional roles focused on business and operational continuity

Skills and Behavioral Competencies

• Customer-centric approach with a focus on user satisfaction.

• Proactive and results-oriented with a focus on continuous improvement.

• Strong analytical and problem-solving skills applied to a technological environment.

• Good communication skills and ability to build strong relationships with stakeholders

• Passion for technology and a desire to learn new skills.

Language Skills:

• Fluent English (spoken and written)