Delivery Leader- BAS Support Team

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Working within the Group's “Global Transverse Operations” platform, the team leader's mission is:

Be the delivery leader of a team in charge of operational support for Michelin's 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
• Bachelor’s 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.