Freelance Service Manager ( m/w/d)

We are looking for a Topic Leader to join our team on‑site in London.
In this role, you will act as the key liaison between local users and our French Service Desk, ensuring seamless communication, service continuity, and continuous improvement of business applications support.

Main Responsibilities:

• Serve as the primary point of contact for all business applications
• Collect field feedback and support the Shift‑Left strategy (Level 2, Level 3, AMS, etc.)
• Analyze ticket volumes and produce statistics & dashboards
• Prepare reports and escalate alerts in case of application issues
• Support onboarding and integration of new users
• Deliver trainings and coaching sessions
• Identify and coordinate training needs

Profile & Skills

• Strong technical understanding of Retail environments
• Technical environment: office tools, business applications, retail solutions, Mac & PC, Okta, Usercube
• Customer‑oriented, service‑focused mindset
• Excellent communication
• Strong planning & organizational skills
• Analytical and problem‑solving abilities
• Proficiency with Excel and/or reporting tools
• Excellent written communication
• Experience in Retail/Luxury is a plus

🌐 Languages:

• French: C2
• English: C2

Working Conditions

• On‑site position in central London
• 37/ week (08:00–19:00, Monday to Friday)
• Profile expected (DM / SDM / Knowledge Manager)

All our positions are open to people with disabilities