Required skills
Languages: French
Job description
Lead and manage the French user support and services team within a major financial services client, focusing on Digital Workplace and ITSM processes.
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
Indexed by 9am's meta-search. You are a job provider? Claim or manage this listing
Found on collective.work