Customer Service Manager M/F - CDI - Ile de France

In this role, you will:

• Be the point of contact between (the client) and our client's internal teams for monitoring the run and recurring actions: He/she requires quick and clear answers to questions put by the customer to the various teams.
• Guaranteeing the quality and continuous improvement of IT services, providing assistance to the customer in the face of various problems relating to operations, resilience, obsolescence and continuity:
  • It requires explanations and action plans from the teams in the event of a quality defect.
  • They ensure that customers' questions are answered quickly and clearly.
  • Ensures that processes and procedures are followed
• Ensuring the management and coordination of major or escalated incidents, tracking problems, monitoring changes and feeding and sharing the business knowledge base:
  • Ensures that Group processes are applied
  • Decides on the need to escalate issues that are not making progress
  • Mobilising the necessary technical resources for major incidents and task forces
• Be responsible for the quality of day-to-day service production, and the availability and integrity of IT resources (in compliance with the CA and SLAs)
• Managing operational contributors to ensure that commitments are met
• Contribute to the compilation of customer reports by calling on the teams to provide reliable data for the repositories and to make the necessary summaries available
• Being responsible for communication during exceptional events affecting customer service. He/she leads crisis units and task forces during major incidents, providing the right level of information.

More specifically, the day-to-day work of the CSM will involve the following tasks:

• Reviewing and monitoring P1/P2 incidents
• Coordinating the resolution of major incidents, alerting and communicating
• Identifying internal incidents using a cross-functional view Analysis challenge to detect RCAs (Root Cause Analysis)
• Drafting of PIRs (Post Incident Reports) within 2 working days
• Dispatch of PIRs within 3 working days
• Review and follow-up of action plans (PIA: Post Incident Action)
• Update on feedback by OPS/APS/Trade
• Review and monitoring of complaints/recognitions
• Review and monitoring of changes
• Organisation and running of the COS (Operational Monitoring Committee)
• Sharing monthly monitoring through the COPIL (Steering Committee)
• Participating in proactivity and continuous improvement by proposing actions
• Listening to teams

• You are passionate about customer relationship management and team management.
• You have 5 years' higher education in IT or equivalent, and 5 years' experience in a similar position.
• You have solid technical experience in the field of workstations or IT infrastructures.
• You are organised and rigorous by nature, and are known for your commitment and leadership skills
• Your situational intelligence enables you to manage incidents and setbacks effectively
• Certified training in ITIL, PMP (project management professional) and AgilePM project methodologies, as well as a level of English that enables you to work in a multicultural environment is essential.

Mainframe, middleware, network, telecommunications, data base, cloud, ServiceNow, Copil

Languages: Fluent English essential

Good technical knowledge and excellent communication skills, with a focus on quality and continuous improvement

Hybrid position, based in Ile de France, to be filled ASAP

Salary according to profile

We are committed to diversity, gender equality and the employment of people with disabilities.