Business Relationship Manager M/F - CDI - Ile de France

Duties / Responsibilities

• Act as the main interface between the customer and the internal teams for IT production and recurring actions.
• Guarantee the quality (and continuous improvement) of IT services, and provide customer support for any difficulties encountered relating to IT operations, resilience, business continuity and obsolescence.
• Ensuring management and coordination in the context of major incidents and tracking problems and changes. Updating and sharing business knowledge in the databases.
• Be responsible for the day-to-day quality of production IT services, and the availability and integrity of IT resources (in accordance with the service contract and service level catalogue).
• Supervising operational contributors to ensure that commitments are met.
• Contributing to the consolidation of customer reporting by calling on the teams to accurately update the reference databases and provide the necessary summaries.
• Being responsible for communication around unforeseen events impacting customer service (leading and providing crisis cells and working groups for major incidents with the right level of information).

Authority

• Requiring the various teams to respond quickly and clearly to customer queries.
• Demanding explanations and action plans in the event of quality defects.
• Requiring management system processes and procedures to be followed.
• Impose Group management system processes.
• Decide whether it is necessary to raise issues that are not progressing.
• Mobilise the necessary technical resources in the event of major incidents and interventions.

You are passionate about customer relationship management and team management.
You have 3/5 years' higher education in IT or equivalent.
You have solid technical experience in the field of workstations or IT infrastructures.
You are organised and rigorous by nature, and are recognised for your sense of commitment and leadership.
Your situational intelligence enables you to manage incidents and setbacks effectively.

Certified training in ITIL project methodologies, PMP (project management professional), AgilePM certification, as well as a level of English that enables you to operate in a multicultural environment is essential.

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

Languages: English / fluent French essential

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

Hybrid position (50%), based in Ile de France, to be filled ASAP CDI

Salary according to profile