About this role
Company Description
Everience is an international consulting group delivering AI-augmented digital services. It combines expertise in digital transformation, artificial intelligence and data-based value creation, enabling companies to harness the potential of AI to support their businesses.
With a 4,000-strong workforce across 18 locations in France and around the world, the group helps its clients to transform their user experience and to secure and leverage their data, devising new applications and co-creating the businesses of tomorrow.
Everience places the augmented employee at the heart of its approach, in accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace.
Our ambition is to build our future in an “symbiotic age” where AI enhances human capabilities, and technology sustainably supports business performance and the aspirations of individuals.
Everience Romania, part of Helpline Group, is a European leader in B2B Customer Support Services. Having about 450 employees in Timisoara and Bucharest offices, Everience
Romania provides real-time solutions for international top companies from banking, hospitality, luxury, insurance and retail industries.
Job Description
Job scope
Oversee and ensure the successful delivery of IT services through the Service Desk, focusing on SLA adherence, process optimization, and high customer satisfaction. Ensure clients receive consistent, high-quality support while maximizing the value of our services.
Responsibilities
- Manage and monitor the operational execution of the contract, ensuring alignment with commercial terms.
- Organize and allocate project resources effectively, optimizing processes and implementing the most suitable project methods.
- Define, analyze, and track key performance indicators, implementing action plans to drive results.
- Lead, mentor, and support team members, fostering professional growth through training, development plans, and guidance.
- Facilitate onboarding and integration of new colleagues, ensuring smooth team transitions.
- Oversee team activities and ensure efficient collaboration across projects.
- Prepare, analyze, and present project information in steering committees with clients.
- Build and maintain strong client relationships, proactively addressing their needs.
- Monitor P&L and profitability indicators, contributing to financial performance insights and project sustainability.
- Identify opportunities for continuous improvement, enhancing service quality and operational efficiency.
Qualifications
- Minimum 3 years of relevant experience in IT Service Management, Service Desk, or IT Operations.
- Experience in handling service contracts, SLAs, and operational KPIs.
- Experience in process improvement and service delivery optimization.
- Excellent communication skills and ability to maintain strong client relationships.
- Ability to identify opportunities for continuous improvement in service quality and efficiency.
- Problem-solving and decision-making skills in a high-pressure support environment.
- Demonstrated ability to lead teams and manage complex customer-focus projects.
Additional Information
All our positions are open to people with disabilities
Other facts
About EVERIENCE
Since 2012, we have been helping our clients in Business Development and achieving their goals in a market undergoing deep contraction and change.
In line with corporate objectives, since 2020, we have finalized the acquisition by the French company Helpline, a European leader in IT support, User Experience, and digital transformation, in our shared path of geographical expansion, and we have become part of the international group under the everience brand.
As part of the group, which employs over 5,000 people, we offer three main areas of business in Italy:
Helpdesk Support Managed Services: Ongoing support from technicians, system administrators, and network experts for the client infrastructure in corporate and enterprise environments, aimed at reducing costs through digitalization and the implementation of nearshore multilingual solutions (300 agents in Timisoara, Romania).
Break Fix Support and Technical Dispatch in Italy and Abroad: Through our technicians, partners, and suppliers, we support our clients in their global expansion projects, following them in different locations. We handle IMAC activities and distributed technological projects: we offer service management based on the ITIL framework across the entire process, 12 hours a day, 7 days a week.
Technology Consulting: Thanks to our background and corporate experience, we provide SMEs with proven solutions, allowing them to focus valuable energy on revenue generation and cost reduction. We design and implement customized IT solutions while respecting client requests and objectives.
For a no-obligation quote, we offer a free benchmark on the status of your technological services.
Digitalizing your processes is a matter of how, not if.
As soon as possible, not when.
Why not be supported by experts?
What you'll do
- Oversee and ensure the successful delivery of IT services through the Service Desk, focusing on SLA adherence and customer satisfaction. Manage project resources effectively and build strong client relationships while monitoring financial performance.
Ready to join EVERIENCE?
Take the next step in your career journey