Technical Domain Leader – Service Request Management - 2026

Main scope of the role

• will work in collaboration with Service Request Management lead based in France

• will not manage people or manage budget, but can be in charge of some purchase

orders

• will manage outsourced services based in India-> meeting organization with

outsourcers, check quality of reports and KPIs

• has to know technically the domain and check that the technical actions are well done,

but he isn't the one who does those actions

• will be in charge to manage day to day delivery : resolve pain points raised by

outsourcer in delivering the service, manage escalations, review negative surveys and

take action to fix issues

• as part of continuous improvement, work with outsource to reinforce automation and

setup IA usecases to facilitate demand process and improve user experience

• will be in charge of SLA & KPI review and achievement of agreed targets

• will work in an international environment with daily contacts with India and regular

meetings with USA and Singapore

• will work on catalog evolution (design, bug fix, update offers) and help the business

units to define their needs and design the right offer

• will ensure that the service offers are aligned with global strategy and are designed for

IA usage & automation

• will be in charge to participate to the roadmap (twice a year) in terms of continuous

improvement or technical solutions (ex: new selfservice tool)

• Ensure move2Run is correctly handled for projects that have an impact on the Service

Requirements

Responsabilities & tasks (additional information)

Ensure the service provided by our partner is at the agreed level :

• in terms of service request handling (waiting time, duration, closure)

• processes are followed and ticket quality is at highest level

• documentation is up to date

• User Satisfaction improves

• Escalations & claims are taken care of and answered in a short delay with proper

solution

• Level of escalations decrease and action plan followed until the end

• Propose a catalog of offers that matches user’s needs and business constraints

Candidate will be proactive in proposing solutions or process improvement

<Accelerate IT through people/>

Mailbox: contact@ams-ai.com | Website: https://www.ams-ai.com

• to ensure efficient operations, continuous presence and management of the service

Internal stakeholders

• Interacts with other technical domains, applicative divisions, local ITs from branches

and their business representatives.

• Bring support expertise to project managers on moveToRun

• As part of quality review, can contact end users to get their feedback on services

• Part of a support squad that has collaboration as core value (within the squad and with

other teams)

• Manages contracts (outsourcing / services) : supervises outsourcers based in India

who realized the day-to-day activities, ensure KPI are reached and process followed

• work with external resources implementing service offers evolution and fixes. raise

pain point and work on resolution

On call duty (yes/no)

No

Candidate's profile

• 5 to 7 years of experience in IS and user support (service desk, delivery manager)

• Strong knowledge of ITIL best practice in incident management, change, problem,

demand and request management)

Educational Background

• Engineer background

Technical skills - tools & technologies

• Good knowledge of Microsoft solutions Office365. PowerBI skills would be a great

advantage

Good knowledge of ServiceNow ITSM tool and in particular Service Request

module

• Coordination of production activity related to ITIL processes: change management,

problem management, demand management, request management

• Ability to work also in Agile environments

Core softskills

• Strong Autonomy

• Ability to handle professional pressures

• Sense of negotiation and dialogue, good relationship with users, clients, providers

• Analysis and synthesis skills, ability to communicate

• Client service oriented, team spirit

Language skills

EN mandatory - FR mandatory (B2)