Delivery Leader- BAS Support Team

Job Description

Delivery Leader- BAS Support Team - - - - - - - - - - - - Working within the Groups Global Transverse Operations platform, the team leaders mission is: Be the delivery leader of a team in charge of operational support for Michelins 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). - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 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.