Customer Experience IT Delivery Manager

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

**Job Overview**:
A motivated and experienced Customer Experience IT Delivery Manager to oversee and ensure the successful delivery of IT services across Syensqo’s Digital Enterprise Solutions domain, including CRM (Marketing, Sales ; Services); eBusiness (eCommerce ; Partner Portals) solutions. You will be a key player in our transformation journey, driving service excellence, operational performance, and innovation in collaboration with cross-functional teams. Your leadership and coordination across delivery, service, and performance management will be instrumental in ensuring scalable, sustainable, and high-value IT solutions.

You will assist the CRM eBusiness functional teams in setting up and implementing governance and processes with internal cross functional teams and external support providers to secure the optimal delivery of IT Services.

**Responsibilities**:

- Quality of services: Monitor service performance metrics, KPI/SLA/XLA, manage Service Improvement plans.
- Incident Management: Major Incident Management, Root Cause Analysis, handling of escalations.
- Continuous Improvement: Identify areas for improvement in processes, tools, operating procedures and driving enhancements.
- Service Catalog management: Maintain & refresh catalog, optimize underlying processes.
- Documentation: Develop, maintain, and update IT service documentation, operational procedures and knowledge bases.
- Communication: Support the liaison between the DES operational teams and business stakeholders, facilitating clear and effective communication on IT services.
- Collaboration: Work effectively with other service delivery managers in the team, internal stakeholders in IT, cybersecurity, and business units to understand and address evolving service needs.
- Community of Practice: participate and animate Community of Practice, drive process streamlining & harmonization and the sharing of best practices across the DES organization.
- Risk Management: Identify and mitigate delivery risks, ensuring compliance with internal policies and external regulations.

**Essential Skills**
- A degree in Computer Science, Information Technology, or a related discipline
- Solid experience as a Delivery Manager or in an equivalent IT service role
- In-depth understanding of IT Service Management (ITSM) principles and ITIL framework
- Good understanding of Salesforce Technology and eBusiness (eCommerce, Partner Portals) processes in the context of manufacturing chemical industry
- Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends
- Excellent oral and written communication skills, including the ability to explain technology solutions in business terms
- Facilitator mindset to ensure respect of IT policies but with an agile mindset, with a focus on delivering business value to stakeholders
- Empowerment, accountability, and operational leadership
- Team spirit and cross-functional collaboration
- Previous experience working with BMC Helix tool is a strong plus
- Familiarity with large, complex organizational structures and IT processes
- Experience working in international, multicultural environments
- Agile or other project management methodologies experience is a plus
- Language Proficiency: Fluent in English both written and spoken, French is a plus

**Additional Information**

**Location**:Lyon, France

**Working Model**: Onsite or Hybrid

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