Service Owner - Document Management (M-Files)

We are seeking an experienced Service Owner to oversee our document management solution, with a focus on M-Files, during a temporary leave of the permanent holder. This role is pivotal to ensuring the continuity, stability, and performance of our document management services and supporting ecosystems while enhancing our IT operations and support services.

Acting as Interim Service Owner, you will be responsible for the successful management of the document management tool M-Files and its integrations or dependencies with our documentation ecosystem. You will ensure its support, evolution, and continuous improvement, securing the end-to-end service ownership.

Main Responsibilities :

• Ensure the effective operation and service delivery of M-Files and its integrations.
• Act as the interface between business and technical stakeholders.
• Manage external vendors for contract compliance and performance metrics.
• Maintain appropriate documentation for solution architecture and procedures.
• Monitor software licensing and ensure compliance.
• Drive incident and problem management processes.
• Steer the lifecycle of the solution, planning for changes and enhancements.
• Ensure service governance and compliance with IT policies.
• Act as technical expert for integrations and complex service scenarios.
• Collaborate with stakeholders to shape service roadmaps.
• Use data to influence service improvements.
• Proactively identify and implement service capability changes.
• Collaborate on centralized knowledge strategies.
• Measure and improve key service KPIs.
• Deliver reports on service quality and usage.

Key Requirements :

Nice to Have :

Other Details :

This position is based in Pune, India, and offers a hybrid work model. The engagement is for a duration of 12 months.

Skills Required

Solution Architecture, Software Licensing, Itil Framework, Problem Management, Service Delivery