CLASQUIN is an international transport operator.
The group operates in the Overseas sector and coordinates the transport of goods by sea, air, and land on behalf of its customers.
The company differentiates itself through its hybrid positioning, offering the proximity of committed local teams combined with the expertise of a global network and the power of its technological development: People & Technology at the heart of our strategy.

Constantly growing, through our various offices in Europe, Asia, America, and Africa, we are constantly looking for the architects of tomorrow who will chart new roads to the future, in harmony with our environmental commitment and our strong corporate culture, represented by our motto: Customers, Profit & Fun!

Joining Clasquin means:

• Join a stimulating and caring environment, in which you will be able to flourish and develop your skills by taking on challenges on a daily basis.

• Evolve autonomously within a team and focused on excellence.

• Adhere to our values: enthusiasm, professionalism, and integrity.

Are you known for your rigor, natural leadership, and ability to create a positive dynamic within multidisciplinary teams? Do fast-paced environments energize you, and do you excel at balancing strategic direction, operational organization, and strong client relationships? You understand the mechanics of a Service Center: governance, capacity management, support operations, continuous improvement, quality, performance, and customer satisfaction.

SQALA, a subsidiary of CLASQUIN group, is looking for a Service Center Manage based in Casablanca, Morocco.

Your missions will be:

Service Center Governance & Leadership

• Structure, organize, and manage the Service Center (multi-teams, multi-expertise)

• Define operational objectives, roadmap, and performance KPIs

• Establish and animate governance rituals: steering committees, operational committees, quality reviews, SLA tracking

• Capacity planning, and optimal team sizing

• Produce comprehensive and transparent reporting for internal management and clients

Operational Management & Team Leadership

• Lead and support cross-functional teams

• Develop skills, coach teams, and support maturity growth

• Improve productivity, efficiency, and operational consistency

• Foster a culture of collaboration, excellence, continuous improvement, and accountability

Support Operations & Service Excellence

• Oversee all support activities

• Control service levels (SLA), analyze deviations, define corrective action plans

• Structure and maintain SOPs, documentation, knowledge base, and support workflows

Requirements for this permanent contract:

Core Technical & Operational Skills

• Strong understanding of Service Center operations

• Proven experience in managing a support center: helpdesk, application support, technical support, production

• Strong knowledge of ITIL, Agile, Lean

• Solid experience with dashboards, KPIs, SLA management

• Capacity planning, risk management

Leadership & Soft Skills

Natural leader with excellent interpersonal and communication skills

• Ability to manage complex situations, make decisions, and prioritize effectively

• Strong organizational skills, stress management, and results-oriented mindset

• Customer-centric mindset with strong problem-solving capabilities

• Innovation-driven, analytical, and continuous improvement oriented

Candidate Profile

• 7+ years of experience in delivery, support, or service operations

• 3–5 years of experience as a Service Center Manager or equivalent

• Experience managing multi-skilled teams (20+ people)

• Background in international or multi-client environments

• Fluent in English (spoken and written)

• All our positions are open to people with disabilities

Want to know more? Apply and take part in a tailor-made recruitment process, during which you will meet your future manager, the recruitment department, and your n+2.

Our teams make the difference be part of it and join CLASQUIN!

We’re open to everyone! We believe that having a diverse and inclusive team across our global network helps us stay balanced and successful. We’re all about equal opportunity and aim to bring together people with all kinds of backgrounds and experiences.

If we can make your recruitment experience more comfortable, please let us know.