Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.
Responsibilities
1. Performance Management & KPI Reporting
Formulate, track, and prepare comprehensive KPIs related to Incidents, Service Requests, Changes, Problems, and Major Incidents across all technology projects.
Compile and track Service Level Agreement (SLA) violations, gathering detailed justifications and root causes for any trend deviations or missed targets.
Design and deliver high-impact monthly IT Governance presentations for leadership, translating established KPIs and operational data into clear, strategic analysis.
2. Cross-Functional Coordination & Governance
Partner directly with domain-specific Service Delivery Managers and Coordinators (e.g., Security, Smart Office, Infrastructure, Cloud) to review performance metrics.
Lead analysis sessions to investigate discrepancies in KPI trends and ensure corrective actions are identified and assigned.
3. Service Catalog Management
Act as the safeguard of Service Levels from our IT Service Catalog.
Identify requirements for adding, modifying, or retiring services, and coordinate closely with the internal JIRA Administration team to ensure these changes are accurately mapped and reflected in the JIRA ticketing tool.
4. Problem & Major Incident Governance
Drive Problem Management governance by ensuring that every Major Incident (P1/P2) is formally documented, investigated, and accompanied by a thorough Root Cause Analysis (RCA).
Track the lifecycle of Problem tickets to ensure preventive measures are implemented by the respective technical teams.
5. Continuous Service Improvement (CSI) & Automation
Proactively audit routine governance, operational, and reporting tasks to identify inefficiencies.
Highlight and recommend automation use cases to streamline IT workflows, reduce manual toil, and improve data accuracy.
Required Skills
Exceptional Communication: Strong written and verbal communication skills with a customer-first mindset.
Technology Proficient: A basic, foundational understanding of IT infrastructure, software, Security, or networking concepts. SQL knowledge to generate customized reportings from the database.
Analytical Mindset: Exceptional ability to look at data trends, ask the right questions, and identify the "why" behind the numbers.
Team Player: Ability to collaborate effectively with both technical engineers and non-technical clients.
ITIL Knowledge: Strong working knowledge of ITIL processes (Incident, Problem, Change, and Service Level Management). ITIL v3 or v4 Foundation certification is highly preferred.
Job:
IT Support
Organization:
IT Solution Center
Schedule:
Full time
Employee Status:
Regular
Job Type:
Permanent contract
Job Posting Date:
2026-06-12
Join Us !
Being part of our team, you will join:
- one of the largest global innovative companies, with more than 20,000 engineers working in Research & Development
- a multi-cultural environment that values diversity and international collaboration
- more than 100,000 colleagues in 31 countries... which make a lot of opportunity for career growth
- a business highly committed to limiting the environmental impact if its activities and ranked by Corporate Knights as the number one company in the automotive sector in terms of sustainable development
More information on Valeo: https://www.valeo.com 