Group Human Resources Information Systems Specialist

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
**YOUR ROLE**:
The Support & Solutions Team Manager is responsible for both the day-to-day management of support activities (levels 1 to 3) and the technical governance of the Group’s Digital Learning solutions (LMS, TMS, CMS, BI, connectors, etc.) at CMA CGM.
This role combines operational leadership, team supervision, and technical expertise across all Learning Information System tools.
The position reports to the Digital Learning Manager, within the Group HRIS Department, and involves close collaboration with MOA/MOE project teams, the PMO, the IT Department, and external partners.
The person in this role manages a team of 3 internal support experts (levels 2/3) and 2 resources based in India (GBS India) responsible for level 1 support. There are 2 direct reports and 3 indirect reports.
WHAT ARE YOU GOING TO DO?
Operational Support Management
Supervise daily support activities (levels 1 to 3)
Ensure compliance with SLAs, response quality, and ticket follow-up
Coordinate between internal and offshore teams
Manage escalations and critical situations proactively
Technical Governance of Solutions
Act as the technical reference for solutions (Docebo, Training Orchestra, CMS, BI, etc.)
Lead or contribute to architecture, integration, and performance improvements
Work closely with MOE project managers and IT to secure integrations and anticipate risks
Assess technical limitations of current solutions and propose structural improvements
Support to Corrective Maintenance Projects
Receive and qualify corrective maintenance requests from MOA project managers
Coordinate analysis, assign actions to support experts, and follow up on fixes
Contribute to technical problem resolution with MOE teams and vendors
Ensure quality, timeliness, and traceability of deliverables
Reporting and Continuous Improvement
Produce support activity KPIs (SLAs, volume, satisfaction, recurring issues, etc.)
Provide regular reporting to the Digital Learning Manager
Participate in project and technical committees as the support and solutions representative
Actively contribute to continuous improvement efforts, leveraging field feedback
Team Management
Manage a team of 5 (3 internal + 2 offshore - GBS India)
Structure activities, distribute workload, and monitor individual and team objectives
Support the development of technical and methodological skills
Foster team dynamics, accountability, and collective efficiency
WHO ARE WE LOOKING FOR?
Proficiency with LMS tools (Docebo), TMS (Training Orchestra), CMS, and BI tools (Qlik) - Training to be provided
Familiarity with ITSM tools (JIRA, ServiceNow, etc.) and ITIL methodologies
Understanding of cloud and SaaS environments
Technical leadership and ability to act as a reference point within a multi-tool ecosystem
Ability to structure, prioritize, anticipate, and make informed technical decisions
Excellent communication skills, including with functional or non-technical stakeholders - Fluency in English required
Experience managing hybrid teams (internal and offshore)
Strong organizational skills and attention to detail
Analytical mindset and ability to solve complex problems
Proactive in identifying and addressing technical or operational issues
Service-oriented mindset with a focus on user satisfaction
Ability to unite and motivate a team
Strong interpersonal skills and enthusiasm for cross-functional collaboration
Resilience and composure in high-pressure or critical situations
Technical curiosity and a drive for continuous improvement
Come along on CMA CGM’s adventure