Head of User Support & Services France (Bois-Colombes)

Project overview

CONTEXT

Mission to steer and manage user support in France within a major financial services client, based in Bois-Colombes. The scope covers user services management, outsourcing management, and leading support teams in a Digital Workplace environment. The mission is part of a structured ITSM framework, with governance and service quality reporting requirements.

MAIN MISSIONS

REQUIRED SKILLS

DESIRED SKILLS

PROFILE SOUGHT

Senior Support Manager with at least 5 years of experience, including a significant part in user services management and support team leadership within an ITSM/ITIL environment. Experience in outsourcing management and Digital Workplace is essential, ideally in a large account or regulated sector context. Autonomy, rigor in monitoring service commitments, communication skills with business teams, and the ability to manage external providers are expected.

• Lead and manage French user support teams (levels N1 to N3)
• Supervise and control outsourcing providers for the support scope
• Define and monitor service quality indicators (SLA, KPI) within an ITSM/ITIL framework
• Manage escalations and ensure resolution of critical incidents
• Lead the relationship with business teams and end-users
• Contribute to the evolution of the Digital Workplace and associated services
• Produce performance reports and dashboards for management
• Participate in the definition and implementation of ITSM processes (incident, change, problem management)
• ITIL (steering IT service management processes)
• ITSM (user services management and governance)
• Microsoft (work environment and collaborative tools)
• Digital Workplace (management and evolution of digital user services)
• Outsourcing management (steering outsourced support providers)
• Support team management (supervising and leading user support teams)
• ServiceNow (ITSM tool for ticket and process management)
• Microsoft 365 / Teams (administration and support of the collaborative environment)
• ITIL v4 certification (formal validation of ITSM skills)
• Service contract management (SLA/OLA) (drafting and monitoring contractual commitments)
• Professional English (communication in an international context)

Project details

• Start: flexible
• Remote: hybrid
• Location: FR
• Languages: French