Delivery Leader- BAS Support Team
Delivery Leader- BAS Support Team
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Job Description
Working within the Groups Global Transverse Operations platform the team leaders mission is:
Be the delivery leader of a team in charge of operational support for Michelins production applications.
The BAS (Business Application Support)covers operations on all Michelin production applications. Teams will operate 24/7 partly in France and partly in India. The teams will also be responsible for the managed service of certain middleware (WMQ Datastage CFT ACE Datapower).
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You are the delivery leader of one of 5 teams (2 CFE and 3 PNI) each made up of 5 to 6 supports technical engineer. You steer your team in coordination with the other delivery leaders and the manager to achieve operational performance and service quality targets.
Key Responsibilities:
- Lead the support team to ensure the successful delivery of service support to clients maintaining high customer satisfaction levels.
- Oversee day-to-day operations of the support team ensuring timely and effective resolution of customer issues incidents and requests.
- Develop implement and refine processes to improve the overall efficiency and quality of the support function.
- Act as the main point of contact for internal and external stakeholders regarding support-related matters.
- Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded.
- Coordinate with other teams (e.g. development product management and sales) to resolve complex customer issues and improve service offerings.
- Foster a culture of continuous improvement coaching and development within the support team.
- Provide regular reporting to senior management on team performance customer feedback and ongoing improvement initiatives.
- Ensure the team adheres to SLAs (Service Level Agreements) and manages customer expectations effectively.
- Manage and prioritize resources across multiple support channels (email phone chat etc.) to meet business needs.
- Oversee escalation processes and ensure timely resolution of critical customer issues.
- Lead team meetings conduct performance reviews and drive employee engagement and retention initiatives.
Qualifications:
- Professional level in English
- Bachelors degree in information technology or a related field or equivalent experience.
- Proven experience (3 years) in a leadership or management role in a support service delivery or operations team.
- Strong understanding of service delivery frameworks including ITIL or other customer service methodologies.
- Experience managing and developing high-performance teams in a fast-paced customer-centric environment.
- Excellent interpersonal and communication skills with the ability to build relationships across various teams and stakeholders.
- Strong organizational and problem-solving skills with a focus on operational excellence.
- Ability to manage multiple priorities meet deadlines and handle complex issues.
- Familiarity with customer support tools and systems (e.g. ServiceNow Zendesk Jira).
- Experience with data analysis and reporting to monitor team and service performance.
Preferred Skills:
- ITIL certification or other relevant service management qualifications.
- Previous experience working with cross-functional teams to deliver service enhancements.
- Knowledge of AGILE and/or LEAN is a plus
Benefits:
- Professional development and training opportunities.
- A collaborative and inclusive work culture.
Employment Type
Full Time
