Service Manager

Оплата: По договоренности
Постоянная работа

A company that provides high quality software solutions and services that drive business efficiency and effectiveness is looking for a Service Manager.


• Provide a leadership presence on Strategic level customer projects.

• Leverage team data to identify opportunities to improve the quality, effectiveness, and efficiency of our processes.

• Collaborate with client and internal stakeholders to set business goals.

• Manage the delivery of high-quality, results-driven, and timely technical support through effective resource development.

• Plan and execute activities targeted to prepare the Support organization to support new and evolving product offerings.

• Mentor and encourage the support team .

• Work proactively to identify and address trending support topics. 

• Measure, analyze, and report on team performance. Develop, implement, and execute strategies to achieve Service commitment targets. 

• Manage resource plans and schedules based historical and current support demand trends.

• Promote continuous product improvement efforts by encouraging an environment accountability, trust, and collaboration between Support, Product, and Engineering organizations. 

• Facilitate an environment of customer advocacy. 

• Develop strong professional relationships built on trust, respect, self-awareness, inclusion, and open communication


Fluent in French and English is a must. C1 level.

At least 5 years of experience managing people, team from 5-10 people.

At least 5 years of experience managing customer support services processes in the IT business.

Experience with ITIL.

Experience with Project Management.

• Strong interpersonal skills with demonstrated ability to build constructive relationships with customers and co-workers. 

• Strong influencer and communicator with ability to collaborate cross-departmentally and manage up.

• Proven experience in building, developing, and leading a team of technical support experts.

Languages: French / English (C1).

Location: France, Cergy.