France Desktop Support and Europe Service Desk

France Desktop Support and Europe Service Desk Manager (H/F)
- About Nexans- Nexans is a global player in energy transition. Our purpose: ELECTRIFY THE FUTURE. For over a century, Nexans has played a crucial role in the electrification of the planet. With around 25,000 people in 38 countries, the Group is leading the charge to the new world of electrification: safer, sustainable, renewable, decarbonized and accessible to everyone. In 2020, Nexans generated 5.7 billion euros in standard sales.-
**Head of France Desktop Support and Europe Service Desk (H/F)**

**Organization**
- Function : IS
- Country : France for OSS and Europe for Service desk
- Location : Headquarter, Courbevoie.
- Supervisor : Service Delivery Manager Europe

**Context**
He/She operates at a local level supervising the on-site Site Delivery Services for France and Service desk for Europe

**Purpose**
- Leads a premium support service for the VIPs of the HQ, including the supervision and preparation of the VIP significant meetings.
- Management of internal & external IT Teams to ensure the service is delivered according to the Business priorities and the Nexans standards: France for on-site support, Europe for Service Desk
- Leads the operational follow-up of contractual engagement from partners/suppliers
- Participates in the delivery of global IT projects in France

**Areas of responsibility**
- **Operations & Support**
- Manage IT service desk provider performance (SLA and KPI follow-up )
- Manage and provide the right resources to ensure the support in Paris and in France
- Coordinate changes requested by the VIPs and ensure they are implemented
- Participates actively in the problem management process from identification to closure with his IS peers and suppliers
- **Development & Delivery**
- Ensure that detailed design of services and the development, configuration and customization of IS solutions is delivered according to service levels and quality standards on his perimeter
- Coordinate deployment of services on his perimeter produced by other IS team or service providers into the IT environment
- **Continuous Improvement**
- Initiate activities to operate and seek continuous improvements to services and IT environment
- Manage daily relationship with staff and external suppliers.
- Follow and respect the E2E process according to our the SLAs and KPIs
- Responsible for adjusting, managing and optimizing resource capacity to meet forecasted demand
- **Knowledge Management**
- Facilitate the training and workshops for effectiveness of staff
- Possess and maintain broad technical knowledge of all aspects of the service delivery
- Evaluate, create, documents and publish the catalogue of services, service levels and other agreements associated with the IT Service delivery provider.
- Elaborate and provide the correct documentation for the support of his perimeter (Knowledge Base articles)

**Expected results**
- He/She is accountable for on-site support delivered to end users in France & for Service Desk for Europe.
- He/She manages User Service Requests delivered within agreed SLAs / KPIs
- He/She works to have a high level first level of Support Hit Rate (Resolution on call/request reception) and good User Satisfaction

**Required skills and qualifications**
- Language: English professional written and spoken
- Minimum of 3 years experience in managing Support Services associates
- Minimum of 2 years experience in managing outsourced IT services
- Minimum of 2 years experience in managing suppliers relationship for critical IT Services
- At Nexans, we recognize the differences that make each employee valuable and unique. The diversity of experiences, origins, personalities, gender and disability are considered key to our global ambition to lead the world in energy transition towards a sustainable planet. This is why we encourage diversity in our recruitment - Bring yours to Nexans, it is welcome