Service Implementation/Lifecyle Manager SIE/SLM(Cloud)

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1.Missions

As a SIE/SLM Process OPS, your role is to facilitate and improve the work of operational teams during the build and run phases of OCB’s offers. The objective is to maintain the coherence between the Information System, the operational procedures and the marketed offers. In order to do so, you gather marketing needs and diffuse them in the standards processes and the configurations of the operational information system.

2.Activities:

Collect and analyze business needs and the vision from the Product Owner. Translate them into tool modelizations, procedures and trainings. Analyze the impact of the new product on processes, organizations and operational tools, propose the necessary adaptations and request validation from business experts.

Document the procedures related to the new product, up to the work instruction level (migration plans, user support guides, detailed procedures, ...)

Coordinate the contribution of the various business, technology, quality and tools experts for the activities under his responsibility. Harmonize the design of new services within existing commercial and technical catalogs.

Produce the deliverables required for the adaptation of existing processes, procedures and tools.

Ensure that the proposed solution is well aligned with the overall strategy and process directions of Customer Journey Factory.

Build training materials and conducts training sessions to ensure that operational teams acquire the necessary know-how to properly operate the service.

Participate in the launch of the service and support the operational teams to manage the implementation of the first customers (as part of the pilot phases).

Participate in the follow-up of the improvement plans of the OCB offers, adapting tools and procedures according to new needs appearing during offer’s life.
 

The SIE is in charge of following activities :
Be the primary point of contact in regards to his/her area of expertise towards Marketing, along project duration
Contribute to product Business Case definition by consolidating costs related to processes adaptation
Analyze impacts of new product introduction on processes, operational teams & organization and tools; propose related adaptation and seek for process owners approval
Define operational business requirements, consolidate arguments to justify required processes & tools adaptation
Harmonize new products & services conception within commercial and technical catalogs
Define, closely with IT stakeholders, end-to-end test plans; lead and/or execute testing phase, define corrective actions in order to guarantee proper tools set-up as defined to final end users
Document product related processes up to working instructions level (migration plan, user guidelines, detailed procedures…)

Build training modules, lead & conduct training sessions to ensure operational teams are in position to operate new product
Be involved in product launch phase, be in support of operational teams during first customers set-up and implementation (including Pilot Phase)
Build and finalize formal handover towards lifecycle manager at the end of the project phase
All along the project duration, in accordance with the Project Manager, provide expected deliverables depending on defined project methodology (planning, process work stream description, risk management, activity reporting, etc.)