Project Manager IT Support Reorganization

Mission Overview:

Keystone Solutions is seeking a Project Manager for a consultancy mission at a client site focused on the reorganization of IT support. This role involves working within a team that has defined processes inspired by the ITIL framework, which are central to the IT Support operations. The team consists of less than 15 individuals, including process managers and a first-level Service Desk, which is outsourced and managed through performance objectives.

The client is currently undergoing various organizational adaptations to enhance user service orientation. The service offerings are presented through a service catalog that includes descriptions, scope, guaranteed service levels, and activation procedures for each available service. Regular updates are made to this catalog.

To support its ITIL processes, the client has implemented a unique ITSM tool, JIRA Service Management, which centralizes all service requests and monit...