Technical Service Manager

📋 Description

• Act as the primary point of escalation for clients during major incidents, leading technical
• Take ownership of and guarantee compliance with SLAs. Monitor key performance indicators (KPIs) to
• Identify risk or opportunity areas for contractual amendments (addenda) to increase revenue and
• Assess escalation risks, manage complex and/or contentious conflicts with discretion, and rebuild
• Take responsibility for risk management, including alerting management to hazardous situations
• Ensure strict prioritization, assignment, and tracking of tickets (Jira / ServiceNow).

🎯 Requirements

• Master's degree (or equivalent BAC+4/BAC+5) in Engineering, IT, or Project Management.
• Minimum of 5 years of combined experience in operational B2B/B2G contract management and technical
• Good knowledge of system architectures, ticketing tools (Jira, ServiceNow), support processes, and
• Complex project management mastery of technical project management methodologies and maintenance
• Emotional intelligence and resilience to manage crisis situations and absorb client pressure.
• Unifying leadership ability to lead, reassure, and motivate a technical team under heavy workload.