IT Domain Manager

About Geopost

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.

With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).

Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.

Job Overview

In a booming logistics sector and very competitive eco-system, your mission will be to develop, deploy and maintain a subpart of our IT Solution Portfolio of Digital solutions.

As a Domain Manager you will be part of the Process & Group Solution Department and report to the Head of Delivery in charge of the Marketing, Customer Service and Communication Group Digital solutions.

You are responsible for managing and developing the “Customer Service” IT Domain, supporting Customer Care. The domain is structured around AI and Generative AI technology providing conversational solutions as such chatbot, voicebot, mailbot, and other customer self-service tools, in addition to internal and Customer Service operations solutions.

Job Description

You will oversee the delivery activity for several IT Solutions on Projects and Products level, supervising related Product Managers and IT delivery teams.

Your first objective will be to elaborate in close collaboration with the Group Customer Service department a transversal roadmap of the different IT Product deliveries and to drive the implementation of the given solutions; taking into account multiple dependencies. You are directly in charge of the consistency & quality of the features & enhancements delivered within the different Products of your domain (what, when, how, why).

You will have to coordinate the different IT actors (development teams, support teams, etc.) and actively contribute to each of the product’s vision.

To complete successfully your mission, you will be in charge of:

Gathering and developing a deep understanding of Geopost’s logistics and E-Commerce environmentHaving a global view of Geopost’s IT portfolio

Actively contribute to the IT department governance, to the development of cross-functional strategic IT initiatives, continuous improvement, innovations

Building the strategy for your Domain, shaping how to integrate the Digital Customer Service Solutions of your area of responsibilities within the Geopost IT ecosystem and Geopost’s business capabilities

Structuring your domain governance (resources, methodology, instances, etc.)

Maintaining excellent relations with all partners act cross-functions (Customer Service, Marketing, Operations, Subsidiaries, External or Internal Actors).

Collaborating with other Domain Managers of the department to implement solutions consistent and in line with IT functional and technical architecture standards, keeping in mind our complex IT ecosystem and related technical and functional interdependencies to optimize our time to market

Managing several IT products / projects: driving activities (both technical and functional), planning, roles & responsibilities, testing, coordination, communication, resources activity monitoring, reporting.Managing IT Product & Roll-Out Managers, in particular:

Supporting IT Product Managers in Solution design, user story, test strategy, test execution & validation

Supporting IT Roll-Out Managers in deploying solutions in Business Units

Ensuring Solutions compliance to Cyber Security / GDPR Group Standards for Solutions

Securing that your portfolio of applications is satisfying the criteria’s defined in the SLA’s to support Business operations (scalability and resilience)

Building and updating functional and technical roadmaps with business partners and product team, communicating and sharing roadmaps across the organization

Structure and homogenize product knowledge deliverables (technical and functional documentation, on project/maintenance and support activities)

Structure the reporting of Product / Projects development within your Domain, at Product / Project / Domain level:

• In terms of activity/progress tracking, product usage, both on a technical and functional level
• Introduce and maintain key performance indicators (impact, time, budget, risk, quality)
• Change management:
• Drive and support your products’ team transition to the Geopost Agile framework
• Lead the transition to a seamless and automated product delivery process (DevOps move, tests automation, etc.)

Technical Environment

Main technical environment for our applications in-house is Java / Web / Open Source.

Solutions architecture can be also supported by External outsourced solutions from the market, as such Salesforce for Customer Service.

The main technical framework for internal development is, but not limited to :

• Languages: Python, Apex
• Servers / Hosting: Linux, Apache, TomCat, Docker, K8’s, Cloud Azure
• Kafka for real time data streaming
• Database: PostgreSQL, Mysql
• Tools, libraries, and platforms used to develop generative AI solutions, libraries specific to natural language processing (NPL and NLU techniques). Open-source IA generative models, LLM
• Other Tools: JIRA

Profile & Skills Required

You have proven track record as an IT manager of programs or complex projects in an international and multicultural environment.

You have a global understanding of logistics activities, related processes and IT ecosystems. You understand how they work together. You are also capable of getting the big picture and global understanding of the project on which you contribute, as well as operationally supporting, implementing and coordinating activities.

You have a good mastering of IT project management practices, IT product lifecycle and different implementation methods (Agile, Waterfall).

Key skills:

• Strong IT/Digital skills, vision and leadership on technical subjects (web technologies, Java, web services, databases)
• Ability to imagine & design pragmatic and effective solutions.
• Agile product Management solid experience
• Good knowledge / experience in Salesforce ecosystem

Additional knowledge / experience is appreciated:

• Customer Service processes
• Artificial Intelligence
• Salesforce CS module
• Design Thinking

Soft Skills:

• Self-starter, ability to take a topic and drive it to deliver business value. Open to change.
• Ability to analyse, synthesize, prioritize/organize, be proactive, escalate.
• Effective communication with various stakeholders (IT, Marketing, Operations, Finance, etc.)

Mindset:

• Team player. Comfortable with matrix organization, ability to navigate complex environments
• “Hands-on”, ability to operationally contribute to the success of your projects.
• Customer" and "service quality" orientation.

Language Skills:

• Fluent in English and French.
• A third language is a plus.

Travel:

Business trips (mostly in Europe) would be expected (2-3 days per month)