Remote Senior IT Service Manager / Bilingual (French/English) ITIL Expert
Our industry-leading software solutions company is seeking an experienced IT Service Manager to join our global team. In this remote position, you will provide strategic leadership for our technical support operations, ensuring exceptional service delivery and continuous improvement.
Key Responsibilities
- Provide authoritative leadership presence on strategic customer projects, representing our support organization with excellence and professionalism.
- Analyze comprehensive support metrics and team data to identify and implement opportunities that enhance service quality, operational effectiveness, and process efficiency.
- Develop and maintain strong collaborative relationships with client and internal stakeholders to establish clear business objectives, service level agreements, and performance indicators.
- Oversee the delivery of high-quality, results-driven technical support through effective resource allocation, capacity planning, and team development strategies.
- Strategically plan and execute initiatives to prepare the Support organization for new and evolving product offerings, ensuring seamless service transitions.
- Provide mentorship, coaching, and professional development opportunities to the support team, fostering a culture of continuous learning and technical excellence.
- Proactively identify and address trending support topics, implementing preventive measures and knowledge management processes to reduce recurring issues.
- Develop comprehensive performance dashboards to measure, analyze, and report on team performance against established service commitment targets.
- Create and execute data-driven strategies to achieve and exceed service level agreements and customer satisfaction metrics.
- Optimize resource allocation and scheduling based on historical support demand patterns, current trends, and projected customer needs.
- Champion product improvement initiatives by cultivating an environment of accountability, trust, and productive collaboration between Support, Product, and Engineering teams.
- Establish processes that emphasize customer advocacy throughout the support lifecycle, ensuring customer feedback influences product development.
Required Qualifications
- Fluent bilingual proficiency in French and English (C1 level or higher) for effective global communication with clients and team members.
- Minimum 5 years of direct people management experience, successfully leading teams of 5-10 technical support professionals.
- Proven track record of at least 5 years managing customer support services and processes within the IT sector.
- Comprehensive knowledge of ITIL v4 framework and its practical application in service management environments.
- Demonstrated experience with project management methodologies (PMP, PRINCE2, or Agile certification preferred).
- Exceptional interpersonal skills with verified ability to build constructive relationships with diverse customers and cross-functional teams.
- Documented success in building, developing, and leading high-performing teams of technical support specialists.
Why Join Our Team
- You'll work in a collaborative, remote-first environment with the flexibility to balance work and personal priorities while making a significant impact.
- We provide continuous professional development, competitive compensation, and the chance to work with cutting-edge technology solutions.