Digital Learning support manager M/F

Job description:

This job opportunity can be based in Paris or Marseille.

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

Profile description:

WHO ARE WE LOOKING FOR?

• Proficiency with LMS tools (Docebo), TMS (Training Orchestra), CMS, and BI tools (Qlik) – Training to be provided
• Strong knowledge of application architectures, APIs (REST), integrations, and connectors
• Familiarity with ITSM tools (JIRA, ServiceNow, etc.) and ITIL methodologies
• Understanding of cloud and SaaS environments
• Knowledge of Group-level application configuration principles
• 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