Project Manager for Helpdesk & User Support Transformation (M/F)

Project overview

🚀 Project Manager for Helpdesk & User Support Transformation – Freelance (M/F)

📌 Context

Our client, an international group, has just selected a new partner for its international Helpdesk and local Support services. During a transition period, the current provider will continue to operate the services to ensure business continuity and knowledge transfer to the new supplier. The scope covers: an international Helpdesk for all group entities across multiple continents, and local Support in several European countries. The new partner is introducing new tools, new channels, and a strategy heavily focused on automation: voicebot, chatbot, phone, email, and service portal.

👉 Objective: To manage the operational integration of the new supplier to ensure a smooth, controlled transition with no service interruption for users. You will be the main point of contact between internal teams, the outgoing supplier, and the incoming supplier.

🎯 Missions

📦 Expected Deliverables

📍 Modalities

Does this mission appeal to you? Contact Sophie or William.

• 🔄 Supplier Transition Management
• Support the new partner in its integration into the client's ecosystem
• Identify and manage risks, dependencies, and blocking points
• Ensure compliance with transition deadlines, milestones, and deliverables
• 📚 Knowledge Transfer Management
• Ensure knowledge transfer between the current and new supplier
• Ensure documentation of processes, procedures, and best practices
• Validate the proper assimilation of knowledge by the new partner's teams
• 🤝 User Preparation and Change Management
• Define and implement the user communication plan
• Prepare employees for the adoption of new support tools and channels
• Organize information campaigns, training sessions, and communication materials
• Support change management with business and IT teams
• 🧩 Support Process Organization
• Map global support chains in collaboration with the partner
• Define escalation and communication flows between support levels
• Harmonize incident, request, and ticket management procedures
• Ensure smooth integration with internal IT teams and external partners
• 📊 Governance and Operational Management
• Establish service governance with the new provider
• Define performance indicators, dashboards, and reporting
• Organize and lead meetings: operational committee, steering committee, service committee, transition meetings
• Produce minutes and follow up on action plans
• ✅ Service Quality Monitoring
• Ensure service levels are maintained during the transition
• Monitor SLAs, KPIs, and improvement plans
• Ensure user satisfaction and operational continuity
• Management of the transition and deployment plan
• Management of the knowledge transfer plan
• Communication and change management plan
• Documentation of cross-functional support processes
• Operational governance and steering committees
• Transition monitoring dashboard
• Post-transition continuous improvement plan
• Mission type: freelance
• Duration: 3 to 6 months, renewable
• Location: Lille metropolitan area, occasional travel possible
• Daily rate: €500 to €600

Project details

• Start: flexible
• Remote: hybrid
• Location: Lille, France, FR
• Rate: 63-75 EUR/h
• Languages: French