IT Operations Support Leader
il y a 3 semaines
Overview
The IT Sales & Customer Success division is responsible for developing Front-Office applications that facilitate sales operations across JCDecaux's global business units. This includes the design, implementation, maintenance, and operation of a comprehensive Software Suite that streamlines the entire sales workflow: from inventory oversight and media planning to contract management, posting preparation, and customer invoicing, as well as performance analysis and oversight.
We are currently seeking an IT Operations Support Leader.
Scope of Responsibilities
- All Front Office solutions: HIVE – Group Sales Platform
- CUBX – Business Intelligence Group solution
- Integrations with upstream and downstream systems (CRM, Back-Office, Media Planning)
Key Responsibilities
The team is tasked with delivering production services to an expanding number of business units (~10) utilizing the IT Group Sales Platform (~10 applications). The IT Operations Support Leader will oversee the following:
Team Management
- Lead a team of Analysts located in multiple regions: approximately 8 FTEs
- Ensure Quality of Service, a critical factor for maintaining a trustworthy relationship between IT and business stakeholders
- Continuously enhance SLAs and associated processes to improve team efficiency
Business Unit Engagement
- Integrate new business units into the operational framework and processes
- Manage requests and change orders from business users, keeping them informed about production issues, product deliveries, and roadmaps
- Facilitate monthly meetings with business units and Domain Managers
- Foster communication within the user community
Service Quality & Maintenance
- Communicate updates on incidents, escalations, and scheduled operations
- Keep business units informed about status and resolution processes, roadmaps, and future directions
- Prioritize fixes and change requests in collaboration with product teams in line with SLAs
- Regularly assess user satisfaction
- Monitor and report support KPIs and SLAs to Domain Management
Under the guidance of the IT Domain Manager, the Support Leader will collaborate closely with other IT managers to align application knowledge, FAQs, procedures, and administrative tasks.
Required Skills:
- Leadership, Organizational & Planning abilities
- Positive energy and mindset
- Exceptional communication skills
- Results-driven with problem-solving capabilities
- Negotiation skills with all stakeholders (IT and business)
- Interest in products and business
- Core values: Teamwork, Empathy, Responsibility, Proactivity - High service orientation. Fluent English is essential.
Experience & Profile:
- Extensive experience in IT applications and business unit relationships
- ITIL certification is a plus
- Experience in an international setting
- Familiarity with Agile delivery environments and methodologies
Work Environment:
- The position involves collaboration with design and development teams utilizing Agile methods
- Management of business support and analyst team members
- Occasional international travel may be required
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