Description
IT Customer Service Manager - IT Service Delivery - Global IT organisation - Paris
THIS ROLE IS A CONTRACT ROLE, BASED IN PARIS
Our client, a Global IT Service Organisation, is looking for an IT Customer Service Manager to act as the IT management interface and escalation point their clients based in and near Paris.
Key responsibilities:
- Develop excellent relationships with key internal stakeholders (Operating Companies and Business Partners) plus 3rd party suppliers
- Manage demand & priorities for new services and changes to operational services, advice, resolve questions, challenges, conflicts and issues with the Operating Company IT teams
- Serve as an escalation point on behalf of the Operating Companies in case of service quality issues
- Communicate new services/changes in existing services to Operating Companies
- Ensure that local knowledge, business priorities, Operating Company culture and practises are considered as part of the demand profile
- Drive and manage demand for Non-Standard-Service-Requests (NSSRs)
- Ensure that Operating Company CIO s/Business Partners and their teams are kept consistently informed, and that they receive appropriate education and communication in relation to the services provided
- Represent Service Delivery in relevant Operating Company meetings to ensure IT is considered on the business agenda
- Maintain awareness of the Operating Companies key applications, infrastructure and services
- Educate the business about IT policies, procedures and change
Key Skills & experience required:
- Good communication and influencing skills
- Must be fluent in both French AND English
- Strong customer facing skills and in particular the ability to gain respect and confidence of senior stakeholders within the Operating Company.
- Good commercial insight with a comprehensive appreciation of how technology can enable positive business change
- Good knowledge of all aspects of Service Delivery
- Extensive experience in Vendor Management
- Strong project management skills
- Completer/finisher mentality - has a strong track record of delivery, has attention to detail, is organised and demonstrates excellent time management skills.
Please apply by sending through an updated version of your CV, preferably in Word format.
I will get in touch with all relevant applicants for further discussion