Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 5,000+ employees in over 66 countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at http://www.publicisresources.com/.

Key Accountabilities:
a) Prepare regular analysis of key metrics to track team performance and service delivery.
b) Analyze incident and request patterns to identify common issues or requests that can be automated or streamlined.
c) Generate regular reports on SLA performance and service availability.
d) Ensure the team meets SLA compliance metrics in coordination with operational leads.
e) Coordinate IT projects, ensuring alignment with organizational goals and adherence to project timelines and budgets.
f) Allocate resources to ongoing and limited-duration projects, balancing project needs with daily operational tasks.
g) Attend project meetings and provide updates on project status, risks, and issues.
h) Facilitate cross-functional collaboration to ensure project deliverables are met and dependencies are managed effectively.
i) Oversee the day-to-day operations of the nearshore IT support unit, ensuring efficient and effective delivery of services.

Key duties: 
a) Prepare detailed reports and presentations for IT leadership, highlighting performance metrics, achievements, and areas for improvement.
b) Continuously seek opportunities to improve IT processes and practices
c) Work closely with the IT support teams, operational leads, and other departments to facilitate effective service management practices
d) Actively share knowledge and best practices with team members to foster professional growth within the unit
e) Conduct periodic audits of ITSM reports and dashboards to ensure accuracy and reliability of information.
f) From time to time, may be required to work extended hours to achieve  immediate business driven results

Experience & Knowledge 
• Strong understanding of ITIL framework and SLA management
• Minimum of 3-5 years of experience in IT Service Management, with a focus on 
reporting and project management
• Excellent analytical skills with the ability to interpret complex data and translate 
it into actionable insights
• Strong experience in delivery of customer service in the IT context (3+ years)
• Project management experience with a proven track record
• Working knowledge and understanding of a Shared Services Centre operation 
(2+ years) (preferred)

Qualifications & Skills
• Bachelor’s degree in Information Technology, Computer Science, Business 
Analytics, or a related field
• Certification in ITIL, PMP, Six Sigma, or other related quality and process 
improvement methodologies is an advantage

Attributes/behaviours

• Comfortable with change
• Ability to work collaboratively with cross-functional teams and manage projects effectively
• Strong communication skills, both written and verbal, with the ability to produce clear and concise reports
• Strong attention to detail and able to juggle competing priorities
• Independent, proactive & resilient
• Effective presentation skills
• Ability to provide career mentorship to entry-level career professionals