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Incident Manager (HTOM) – ITIL – French and English Speaker (m/f)

Reference: CR/075597
Start: 31.10.2019
Location: Paris – Issy les Moulineaux – occasional travel in Europe
Language(s): French and English Speaker

Description


Incident Manager / High Touch Operations Manager – ITIL – French and English Speaker

  • Role
  • The HTOM (High Touch Operations Manager) role is to be the main point of contact for operations and process issues to large service using clients. Working as an integral part of an account team you will manage communication, expectations, and driving resolutions of cases and incidents solutions to ensure customer satisfaction.

Responsibilities / Tasks


Key Tasks

  • - Support delivery of Technical Services programs to major accounts
  • - Ensure follow-up and closure of critical problems with large strategic customers
  • - Monitor status of customer cases pushing through to resolution
  • - Regularly work with customer and internal teams to ensure problem resolution
  • - Maintain relationship with customer during problem resolution
  • - Co-ordinates proactive root cause analysis and implementation of preventative measures
  • - Drive and maintain and on-going relationship with key customer contacts
  • - Producing and presenting Incident and Case analysis reports to customers on a weekly, monthly and quarterly basis

Skills and Profile


Qualification / General Profile

Skills & experience

  • - 3-4 years in Service Providers industry
  • - Client point of contact with a focus on customer relationships
  • - Service Support, Incident Management, Case Management
  • - Reporting strong Excel and PowerPoint
  • - ITIL
  • - Good understanding of Networking Systems
  • - Excellent verbal and written communication skills
  • - Negotiation skills
  • - Fluency in English and French
  • - Commercially aware.
  • - Strong relationship building skills
  • - Excellent Organisational skills
  • - Ability to manage multiple work streams
  • - Ability to deal with critical issues and facilitate resolution
  • - Autonomous, team-player, flexible and self-driven
  • - Focused on customer satisfaction
  • Good to Have
  • ITIL foundation certified

How to apply?


Client

Our final client is a world leading networking company providing hardware, software and services. The have a strong collaborative and empowering culture. They are looking for somebody who with the potential to join their organisation in the long-term and shares their values of customer focus, innovation and team working.

 

For a full breakdown of the project details and position deliverables please send the latest version of your CV to bnmn@emagine.org or call Brendan on +44 121 550 8128/+33 141 93 5668 with you questions.

 

 

About emagine


emagine is a professional and reliable business partner with more than 25 years of experience in IT and business fields. We operate in 14 locations, with offices in Germany, France, the UK, Hungary, Ireland and India. We deploy our highly-skilled specialists to complete one of our clients’ 600 new projects each year – these projects take place in more than 20 countries across the world. emagine is known for our specialised technical know-how, innovative drive and agility. We are consistently growing and in 2018, we achieved a turnover of €142 million, with aims to grow both our staff base and our services offered.

Contact


Brendan McCann

+44 121 550 8128

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emagine by the numbers


30 years of financial sector knowledge
142 million revenues in 2018
1000 staff working on client projects
90% internal promotion

About emagine


emagine is a professional and reliable business partner with more than 25 years of experience in IT and business fields. We operate in 14 locations, with offices in Germany, France, the UK, Hungary, Ireland and India. We deploy our highly-skilled specialists to complete one of our clients’ 600 new projects each year – these projects take place in more than 20 countries across the world. emagine is known for our specialised technical know-how, innovative drive and agility. We are consistently growing and in 2018, we achieved a turnover of €142 million, with aims to grow both our staff base and our services offered.

 

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