General context

Group IT Sales & Postingdepartment is in charge of designing Front-Office applications to support thesales activities in international JCDecaux business units, in particular:Study, Build, Maintain and Operate.

It allows Business Units touse a Software Suite to manage the entire sales process: inventory management,media planning selections, advertising contracts, posting preparation &customers invoicing, as well as Sales Performance Analysis & control.

We are currently recruitingour IT Sales - Customer Success Manager

Perimeter

All Front Office solutions :

o  HIVE – Group Sales Platform

o  CUBX – BI Groupsolution

o  Integrations with upstream and downstream solutions(CRM, Back-Office, MediaPlanning)

Main missions

The team is in charge ofproviding production services to a growing number of business units (~10) whichare using IT Group Sales Platform (~10 applications). The Front-Office Operationmanager will be in  charge of the  following activities:

Management

• Manage a team of Analysts based in France (Neuilly)and in India : ~ 8FTE
• Look afterQuality of Service, key factor of success for a trustfull relation between ITand Business stakeholders
• Constantlyimprove the SLAs and the associated process, to strengthen continuously theteam’s efficiency

Business Units Relationship

• Onboard new business unit in the Operations organizationand processes
• Manage Business users Demands & Change Requests andperfectly inform the Business Units (Production issues, Product deliveries, Roadmaps,….)
• Animate monthly sessions with business units andDomain Managers
• Enhance communication across  users community

Quality of service & Maintenance

• Communicateon incidents, escalations, scheduled operations
• Informbusiness unit on status and resolution process, roadmaps & way forward
• Prioritizefixes and change requests with product teams in alignment with SLA
• Measureregularly user satisfaction
• Measure andshare support KPI and SLA to Domain Management

Under the responsibility of IT Domain Manager, the Support Manageris in direct liaison with the other IT managers to align application knowledge,FAQ, procedures, admin tasks…

Working Environment:

• Theposition is based In Neuilly
• Work@home :3 days a week
• Design& dev team operating Agile Methods
• Profiles tomanage : Business support & Analyst team members
• Internationaltrips occasionally

Skills:

• Leadership, Organization & Planning
• Energy, positive thinking
• Excellent communication skills
• Results oriented (problem solver)
• Negotiation with all stakeholders (IT + business)
• Product and Business appetite
• Values : Teamwork, Empathy, Responsibility, Proactivity
• High sense of service
• Fluent english mandatory

Experiences & Profile:

• Strong experience in IT application & BU relationship
• ITIL certified would be a +
• International environment
• Agile delivery environment and methodology knowledge