Company Description

Everience is an international consulting group specializing in AI-augmented digital services and digital transformation. With a team of 4,000 professionals across France and the globe, the company empowers businesses to create value through artificial intelligence, data-driven solutions, and enhanced user experiences. Everience focuses on fostering a symbiotic relationship between humans and AI, with the ambition of enabling sustainable innovation, higher business performance, and personalized employee development. Driven by a commitment to optimal collaboration between people and technology, Everience supports clients in co-creating the businesses of the future.

Job scope

Oversee and ensure the successful delivery of IT services through the Service Desk, focusing on SLA adherence, process optimization, and high customer satisfaction. Ensure clients receive consistent, high-quality support while maximizing the value of our services.

Responsibilities

• Manage and monitor the operational execution of the contract, ensuring alignment with commercial terms.
• Organize and allocate project resources effectively, optimizing processes and implementing the most suitable project methods.
• Define, analyze, and track key performance indicators, implementing action plans to drive results.
• Lead, mentor, and support team members, fostering professional growth through training, development plans, and guidance.
• Facilitate onboarding and integration of new colleagues, ensuring smooth team transitions.
• Oversee team activities and ensure efficient collaboration across projects.
• Prepare, analyze, and present project information in steering committees with clients.
• Build and maintain strong client relationships, proactively addressing their needs.
• Monitor P&L and profitability indicators, contributing to financial performance insights and project sustainability.
• Identify opportunities for continuous improvement, enhancing service quality and operational efficiency.

Qualifications

• Minimum 3 years of relevant experience in IT Service Management, Service Desk, or IT Operations.
• Experience in handling service contracts, SLAs, and operational KPIs.
• Experience in process improvement and service delivery optimization.
• Excellent communication skills and ability to maintain strong client relationships.
• Ability to identify opportunities for continuous improvement in service quality and efficiency.
• Problem-solving and decision-making skills in a high-pressure support environment.
• Demonstrated ability to lead teams and manage complex customer-focus projects.

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