Business Process Service Manager Contrat : CDI

JOIN OUR BPS TEAM!

NTT DATA Morocco is part of NTT DATA Inc., a global leader in consulting and IT services, ranking among the top 10 providers worldwide. With over 310,000 professionals across 88 countries, our group supports clients worldwide in their digital transformation.

As we continue to grow, we are expanding our BPS (Business Process Services) activity, specializing in customer relationship management and business support services. We are looking for new talent to join our teams and assist our clients in their daily operations.

Why join us?

• A unique opportunity to be part of an international environment within a globally recognized company.
• A modern and stimulating work setting, offering flexibility and career growth opportunities.
• A key role within our BPS activity, specializing in customer relationship management and business support.
• Comprehensive training and personalized support to ensure your success.

Mission:

Driving the initiation and stabilization of operations by building teams, establishing processes, implementing control measures, and maintaining strong client relationships. Managing operations, monitoring performance, and enhancing services while applying expertise in outsourced operations management.

Requirements:

• Strong communication and client management skills to ensure effective service delivery.
• Experience in transitioning existing operations, applying the appropriate methodologies.
• A global vision for launching new operations, engaging in various activities such as team onboarding, defining operational processes and controls, and coordinating necessary service infrastructure.
• Operations, Control, and Service Improvement:
• Experience managing services with over 100 employees and the ability to oversee multiple smaller-scale services simultaneously.
• Capability to autonomously and comprehensively manage operations, including SLA control, team management, scope management, service assurance, cost control, project progress tracking, efficiency monitoring, client communication, and continuous service improvement.
• Strong focus on productivity and continuous service enhancement, with the ability to design and implement improvement plans.
• Definition of service transformation strategies and development of process transformation proposals.
• Contribution to the financial and resource management of the assigned scope.
• Definition or collaboration in setting annual objectives for the service or unit.

Skills:

• Bachelor's or Master’s degree in a relevant field.
• Minimum of 2 years of applicable experience as a leader managing projects/services in an operational environment.
• At least 5 years of experience in project management, involving continuous improvement, transformation, and/or automation.
• Fluency in English, Spanish, and French.

Nice to have:

• Certification or training in continuous improvement methodologies such as Lean.
• Knowledge of automation tools, including RPA, BPM, OCR, etc.
• Experience in comprehensive IT-Operations services.
• Experience working with nearshore and offshore teams.