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Ensure a high-performing Digital Services team while balancing three critical dimensions: keeping operations running smoothly, developing your people, and bridging internal stakeholders to drive continuous improvement. You will be an operations strategist, people
developer, and change catalyst.
Your main responsibilities will be:
Operations & Service Excellence
Drive team KPIs, SLAs, and service quality; manage capacity and resource allocation to meet business demand;
Optimize workflows, identify bottlenecks, analyze operational problems, and implement improvements;
Build dashboards and reports that provide leadership and business partners with actionable insights into team performance;
People & Knowledge Leadership
Coach and develop team members; create individual growth plans that align with both team capability needs and personal career goals;
Foster continuous learning and knowledge sharing; establish a knowledge-first culture by documenting best practices and standardizing processes;
Build team capability in languages and business acumen to support role effectiveness and career development;
Stakeholder Engagement & Organizational Alignment
Engage with internal users, business partners, and cross-functional teams in France and Morocco; listen, synthesize feedback, and align competing priorities to drive consensus;
Translate stakeholder insights into operational improvements that enhance service delivery and business outcomes;
Lead organizational changes with empathy and transparency; manage team stability, motivation, and trust during periods of transition.