Within the Customer Service Management department, you will be in charge of managing managed services around our IoT & SaaS solutions in conjunction with internal teams and customers in the retail sector. Your missions will be:   

• Monitor compliance with service commitments and the means implemented on service contracts (support, maintenance, fleet management, etc.) in conjunction with stakeholders (support, sales, customer project manager, expert, etc.) 
• Coordinate teams (support, customer project manager, etc.) to ensure quality service and achieve service contract commitments 
• Track service contract budget 
• Define the content and terms of implementation of services through the descriptions of SLAs/OLAs and their evolution as necessary in consultation with the contract's stakeholders 
• Lead customer steering committees 
• Ensure that events that may impact the service contract throughout its life cycle are taken into account 
• Develop progress plans and formulate associated action plans 
• Proactively propose changes to the scope of service, quantify them and argue them with the customer in collaboration with the KAM 
• Actively participate in the implementation and renewal of contracts related to the sales and pre-sales departments in order to provide indicators and information to define the best strategy 

Education:

• With a degree in IT engineering or equivalent, you have at least 3-5 years' experience in a Service Delivery Manager position, preferably in an international context. 

Experience: 

• Knowledge and experience in the retail and IoT sector would be appreciated. 

Skills:

• You are dynamic, mobile and flexible, you have a taste for teamwork and like to convey a good working climate. 
• An appetite for customer relations, resistance to pressure and stress are necessary assets to understand this position in the retail sector  
• As our teams and clients are international, mastery of written and oral English is an imperative (strong international context for the position). 
• In a context of strong development of our activities in all Europe and Middle East regions, Spanish, Italian or German speaking will also be appreciated.