Sysdream

Customer Operations Manager

Sysdream

full-time

Posted on:

Location Type: Hybrid

Location: Tremblay-en-France • France

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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.

Requirements

  • Proven experience (≥ 5 years) in frontline/first-line management, ideally in a demanding technical environment.
  • Excellent understanding of an operator's operations: voice, data, fixed, mobile, monitoring, operations, incident management, on-call, 24/7/365.
  • Strong customer focus and ability to manage sensitive or critical situations.
  • Demonstrated negotiation skills and experience in budget management.
  • Very good written and verbal communication skills, tact, diplomacy, and the ability to persuade.
  • Fluent English (written and spoken).
  • Master's degree or engineering degree (Bac+5).
Benefits
  • No benefits specified in the job posting
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance reviewsprocess improvementdata analysisdashboard creationvendor negotiationbudget managementcrisis managementincident managementservice level agreementsoperational feasibility
Soft Skills
team leadershipskills developmentcustomer focuscommunicationtactdiplomacypersuasionnegotiationsensitivity managementrelationship management
Certifications
Master's degreeengineering degree