Sysdream

Manager

• Lead a team of approximately 15 employees, covering all HR aspects: team leadership, skills development, performance reviews, and day-to-day management.
• Oversee and coordinate the activities required to deliver and manage services in accordance with defined SLAs.
• Ensure compliance with operational processes and safeguard the profitability of the scope (including coordination with vendors and subcontractors).
• Supervise diagnostics performed by teams and the initiation of resolution actions.
• Improve processes by identifying recurring failures and proposing appropriate corrective measures.
• Produce and analyze key indicators: GTR (time-to-repair), service availability, customer satisfaction, partner service quality, etc.
• Build dashboards (daily, weekly, monthly) to monitor and measure performance.
• Manage tender processes, select and negotiate with vendors responsible for equipment/software maintenance.
• Monitor contract execution and ensure the quality of interventions.
• Manage the tools and technologies necessary for the Customer Technical Service.
• Ensure internal and customer communication regarding major incidents: corrective actions, impacts, and recovery timelines.
• Take charge of crisis management when necessary.
• Participate in offer validation committees and opportunity review committees.
• Assess operational feasibility, costs to include in the P&L, and timelines for implementing processes and vendors.
• Maintain high-level relationships with major contracting authorities in the airport sector.

Customer Operations Manager