Regional IT Support Services Manager

HCLTech "Certified Global Top Employer 2025". HCLTech is a global Tech company with 225,000 HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion. HCLTech France: 500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac. We are looking for an IT Service Delivery Manager to join our team at a client’s facility in Buc (78) , France. As a Regional IT Support Services Manager you will lead and optimize our onsite support service operations across international countries in EMEA. In this role, you’ll oversee the end-to-end delivery of on-site a support team, ensuring consistent performance, operational efficiency, and exceptional customer experience. Task and responsibilities As a Regional IT Support Services Manager you will: Be the face of our company in EMEA to internal and external customers at various levels of the organization Be an escalation point and will be called upon to take a leadership role in critical situations Develop partnerships with other internal teams to ensure effective, efficient and timely delivery of IT services in a world wide project Establish and maintain positive relationships with customers Build and manage relationships with various vendors Lead technical and non-technical teams, rectify reliability issues, monitor progress, track KPIs Plan, control and implement international IT projects Optimize performance and delivery of project milestones Ensure that your teams deliver high-quality support Will lead the development of reliable methods and implement improvements of desktop support process Analyze KPI trends and implement corrective measures Manage, onboard, coach, asses and upskill your team Provide day-to-day on-site direction of OSS team activities, assigning work, updating statuses, prioritizing tasks and coordinating resources, as well as creating and enforcing policies Responsible for ensuring the team meets defined service level agreements, expected dates, and evaluating unresolved and pending tickets. Must have basic reporting knowledge. This includes problem management, change management. Job Requirements IT Diploma 10 years of proven experience in the provision of managed services Have a good experience of transversal coordination and management Rigorous, with good ability to anticipate and adapt to complex environment Ability to work in a virtual matrix team environment Excellent customer service orientation, verbal and written communication skills Flexibility to travel to other customer sites Fluent in French and English Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment. Apply now and submit your CV in English! Why become an HCLTechie? At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive. We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech: Comprehensive benefits package. Global career opportunities and mobility. Flexible work environment supporting work-life balance. Exciting projects and upskilling opportunities to shape your role. Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like- minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.

Location: Buc, FR

Posted Date: 5/3/2025