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IT Support Manager
Il y a 2 mois
General context
Group IT Sales & Posting department is in charge of designing Front-Office applications to support the sales activities in international JCDecaux business units, in particular: Study, Build, Maintain and Operate. It allows Business Units to use a Software Suite to manage the entire sales process: inventory management, media planning selections, advertising contracts, posting preparation & customers invoicing, as well as Sales Performance Analysis & control.
We are currently recruiting our IT Sales - Customer Success Manager
Perimeter
- All Front Office solutions : HIVE – Group Sales Platform
- CUBX – BI Group solution
- Integrations with upstream and downstream solutions (CRM, Back-Office, MediaPlanning)
Main missions The team is in charge of providing production services to a growing number of business units (~10) which are using IT Group Sales Platform (~10 applications). The Front-Office Operation manager will be in charge of the following activities:
Management
- Manage a team of Analysts based in France (Neuilly) and in India : ~ 8FTE
- Look after Quality of Service, key factor of success for a trustfull relation between IT and Business stakeholders
- Constantly improve the SLAs and the associated process, to strengthen continuously the team’s efficiency
Business Units Relationship
- Onboard new business unit in the Operations organization and processes
- Manage Business users Demands & Change Requests and perfectly inform the Business Units (Production issues, Product deliveries, Roadmaps, ….)
- Animate monthly sessions with business units and Domain Managers
- Enhance communication across users community
Quality of service & Maintenance
- Communicate on incidents, escalations, scheduled operations
- Inform business unit on status and resolution process, roadmaps & way forward
- Prioritize fixes and change requests with product teams in alignment with SLA
- Measure regularly user satisfaction
- Measure and share support KPI and SLA to Domain Management
Under the responsibility of IT Domain Manager, the Support Manager is in direct liaison with the other IT managers to align application knowledge, FAQ, procedures, admin tasks…
Skills:
- Leadership, Organization & Planning
- Energy, positive thinking
- Excellent communication skills
- Results oriented (problem solver)
- Negotiation with all stakeholders (IT + business)
- Product and Business appetite
- Values : Teamwork, Empathy, Responsibility, Proactivity - High sense of service Fluent english mandatory
Experiences & Profile:
- Strong experience in IT application & BU relationship
- ITIL certified would be a +
- International environment
- Agile delivery environment and methodology knowledge
Working Environment:
- The position is based In Neuilly
- Work@home : 3 days a week
- Design & dev team operating Agile Methods
- Profiles to manage : Business support & Analyst team members
- International trips occasionall
