Leading and managing the production of one or more teams, over a one or more client accounts, on single or multiple geographic sites.
Ensuring the achievement of production objectives
Taking charge of and relaying the Human Resources policy
Developing the relationship with the client
Track and steer the contract’s operational conditions.
Define the needs and organize the resources of the production device, according to the commercial contract needs.
Organize and update processes and shared rules.
Establish, follow up and analyze key performance indicators. Implement action plans.
Propose continuous improvement and quality of service solutions.
Prepare and chair steering committees with the client representatives.
The ideal candidate will have at least 3 years of prior management in an IT support (office/retail) environment and related experience
Demonstrated leading customer relationships, oral and written communication skills including the ability to influence other levels of management are required.
Thorough knowledge of support policies and ITIL practices, solid understanding of general business management highly desired
Ability to communicate and interact well with internal and external partners and with stakeholders.
Demonstrated ability to handle sensitive situations, ability to lead proven organizational and planning skills required
Fluent English and French required.