Delivery Operational Team Manager

OR Master's Degree

Job Summary:
The Delivery Operational Manager is a key leadership position responsible for overseeing the successful deployment and integration of Webex solutions for our clients, Mainly for French Customer as well as the Video service for All French and international customers.

This role involves managing a dedicated team, optimizing the Delivery processes, driving service enhancements, and serving as the primary point of contact for Delivery requirements and escalations. The ideal candidate is a highly motivated, results-oriented individual with a strong technical background in collaboration technologies, excellent communication skills, and a proven ability to lead and develop teams.

Key Responsibilities:

Implementation Excellence:
Manage and enhance the effectiveness and efficiency of Webex and Video implementation activities, including onboarding, configuration, and change management. Define and ensure the implementation of key delivery strategies, processes, procedures, guidelines, tools, and methods. Apply industry best practices to drive successful implementations.

Team Leadership:
Manage, mentor, and develop a high-performing implementation team. 

Foster a positive team environment that promotes high morale, satisfaction, and productivity. 

Identify the needed skills or Knowledge and the workforce needed to manage the day to day business

recognize the talents, define development plans, and manage change within team activities.

Service Improvement:
Lead initiatives aimed at improving service delivery and operational efficiency. 

Utilize deep technical knowledge and understanding of collaboration technologies to address critical and high-risk areas.

Provide regular report about the team activities, main challenges and any suggestion for day to day business simplification 

Stakeholder Management:
Act as the primary point of contact for all operational requirements and escalations related to the ongoing implementations projects. 

Conduct regular reviews with project managers, RAC, DEF, Process and Operations

Providing updates on trends and activity forecasts. Maintain strong relationships with customers and keystake holders

Project Oversight:
Oversee the implementation and handover processes for Webex and Video solutions.

 Ensure adherence to quality controls and performance standards across technical, operational, administrative, and management activities.

Strategic Contribution:
Contribute to both short- and long-term organizational planning and strategy as a member of the management team, 

focusing on enhancing Webex service offerings.

Required Skills and Experience:

• Bachelor's degree in IT, Telecommunications, or a related field.
• Minimum of 7 years of experience in the IT/Technology field, with a focus on collaboration technologies.
• Proven experience in managing implementation / operations teams.
• Strong understanding of SAFE methodology.
• Excellent communication skills in both written and spoken French and English.
• Proven time management, organizational, leadership, motivational, and problem-solving skills.
• Customer-centric approach with proven strong customer-facing skills.
• Proactive, self-motivated, and determined attitude.
• Ability to drive change in operations using agile methods.
• Willingness to learn and expand knowledge in collaboration technologies.

Desired Skills and Experience:

• ITIL 4 certification.
• Project Management certifications (PMP, Synergy) is a plus
• Experience managing projects.
• Knowledge of Lean methodologies.
• Knowledge of Customer Relationship Management (CRM).