PMO - responsible for customer relationship management analysis

Context: Within the QES (Quality, Safety, and Environment) department, we are seeking a Customer Relationship Management/PMO Analyst to support us in monitoring service level agreements with the group's business units, the IT department, and IT production .RESPONSIBILITIES: The mission involves producing dashboards for the various business functions for different communication channels. This includes extracting and analyzing IT production incidents and problems, formalizing action plans within defined dashboards, and co-presenting these indicators to the relevant departments during ad hoc committee meetings.- Supporting business units in the event of significant IT system incidents. - Establishing and presenting statistical reports and lessons learned (REX) on past incidents. - Analyzing production incidents and monitoring problems or areas for improvement. - Participating in the CQP (Production Quality Committee), the body monitoring the provision of operational services. - Monitoring the operational achievement of production quality indicators, following up with teams, and providing daily support. - Monitoring action plans to improve the quality of service offered to business units. - Supporting one or more Quality Representatives from the team assigned to a Business Unit. - Good understanding of IT production operations. - Primary contact for business representatives and business liaisons at the IT Department. - Good knowledge of office tools: Excel, PowerPoint, Word. ITIL Foundation/ServiceNow. Power BI would be an asset.Application: CV + cover letter + copies of diplomas to be sent to
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