You will be the Service Delivery Manager of the Electronic Signature service (based on DocuSign) – referenced as an Enterprise Service since 2023 and used by several Group entities around the world. As a Service Delivery Manager, you are responsible for the operation of the electronic signature service (operability, costs, quality, etc. in accordance with the commitments made to the entities and the publisher). You provide technical and functional authority over operational teams. You arrive in a context of service transformation (internal reorganization, increase in the scope of use of the service within the Group) and we look forward to working with you to develop our service and our team in a dynamic environment and, as you have understood, focused on digital transformation.

• Manage and maintain service operability
• Ensure that the team provides support and guidance with rigor, provides useful and meaningful information, and actively collaborates with operational teams.
• You ensure performance, quality, safety of activities and service.
• Deliver the service in compliance with the defined SLAs and within the allocated budget:
• Produce service performance indicators
• Guarantee the MCO of the services (incident management with the publisher, lead the community of internal DocuSign referents, anticipate product changes and developments, etc.)
• Provide/maintain service description elements (service agreement, presentation support, etc.)
• Ensure the availability of assets and resources required for the service
• Ensure operational management of service provider contracts and work on pooling the N1/N2 support system in collaboration with other POAs in the service line

Implement the IT security policy across the service perimeter:

• Create and maintain a committed and effective team culture
• Guarantee a trusting and quality partner relationship
• Participate in the animation of the operational relationship with partner entities by preparing the various monitoring committees to restore the use of the service, verify the good level of support by the team and anticipate the needs in envelopes/DocuSign options, the need for training and mastery of the functionalities of the tool…

Contribute to the economic balance of the service:

• Manage and control service costs and revenues
• Have a good knowledge of the economic model Performance indicators (examples): SLA compliance indicators Rate of incidents processed on time Rate of requests processed on time Availability rate
• Production of budgetary information (Best Estimates, billing milestones, etc.) within the time limits and at the defined frequency

Technical skills :

• Administration of DocuSign organizations and instances over a large scope – Expert (more than 7 years)
• Excellent command of MS SharePoint and MS Power BI – Expert (7+ years)
• Mastery of European regulations on electronic signature (eIDAS), – Expert (more than 7 years)
• Ability to train and support end users in the use of DocuSign for the digitalization and acceleration of their processes (HR, sales, legal, etc.). – Expert (more than 7 years)

Behavioral skills:

Autonomy – Power of PropositionAbility to work in a team: – Collaborative spiritSense of Customer ServiceMethodology and rigor / PragmatismCuriosity / Perseverance