Groupe Aptenia

Contractor job PILOTAGE QUALITE SERVICE

Paris

Groupe Aptenia

Job position

Contractor
As soon as possible
6 months renewable
400-600 €
5 to 10 years experience
Hybrid
Paris, France
Published on 26/03/2026

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1. Coordination opérationnelle & gouvernance

Assurer le lien France ↔ UHD sur les processus, interfaces, SLA/OLA, modèles opérationnels.

Participer aux comités UHD et piloter les risques, dépendances et incidents de transition.

2. Expérience utilisateur & parcours de support

Co-construire un parcours utilisateur fluide et cohérent, en améliorant canaux d’entrée, irritants et qualité perçue.

Garantir la prise en compte de l’UX dans les décisions de transformation.

3. Processus, qualité de service & performance

Harmoniser les processus ITIL (incident, problème, changement, knowledge).

Mettre en place un pilotage data-driven : KPI QoS/UX, performance, routage, automatisation.

4. Automatisation & IA

Identifier, prioriser et accompagner les use-cases d’automatisation (VoiceBot, IA générative, smart routing).

Contribuer au design des règles d’aiguillage intelligentes (données, réaffectations, patterns).

5. Communication & conduite du changement

Structurer et diffuser la communication projet : messages clés, kit d’information, formats internes (intranet, Teams, newsletters).

Accompagner les équipes locales dans la compréhension du rôle cible UHD/Local IT/PQS.

Préparer les équipes à la bascule : formations, supports, onboarding des nouvelles pratiques.

Animer les sessions d’alignement, Q&A, ateliers de clarification des rôles (N0→N3).

Candidate profile

Expertise en transformation de chaînes de support IT (UHD / Global Service Desk / Operating Models).

Maîtrise ITIL, UX appliquée au support IT, pilotage de SLA/OLA.

Connaissance des environnements multi-fournisseurs et organisations hybrides global/local.

Capacité à coordonner des équipes diverses (Local IT, Tribus, GOSP, fournisseur global).

Expérience en automatisation (idéalement) / IA / VoiceBot / smart routing.

Working environment

Très belle ambiance d'équipe, le client souhaite conserver cette énergie en trouvant la ressource qui aura un sens du leadership, de la coordination transverse, capacité à embarquer les équipes, relation client ++

Lyon, Auvergne-Rhône-Alpes
20 - 99 employees
Consultancy firm
𝐀𝐩𝐭𝐞𝐧𝐢𝐚 – 𝐘𝐨𝐮𝐫 𝐄𝐱𝐩𝐞𝐫𝐭 𝐈𝐓 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐅𝐢𝐫𝐦 Aptenia is a specialized recruitment agency designed to meet the specific needs of companies seeking top talent. Based in London, Paris, and Lyon, we position ourselves as a key player in sourcing rare and strategic profiles. Our mission is to help clients achieve their hiring goals, reduce vacancy downtime, and maximize productivity by quickly finding the right talent. We are committed to building a service that values expertise and understands business challenges. With a proven network of qualified candidates, we connect top technical experts with fast-growing tech companies. 💻 𝐎𝐔𝐑 𝐈𝐓 & 𝐓𝐄𝐂𝐇 𝐄𝐗𝐏𝐄𝐑𝐓𝐈𝐒𝐄 🔒 𝐂𝐲𝐛𝐞𝐫𝐬𝐞𝐜𝐮𝐫𝐢𝐭𝐲 : Risk management, infrastructure protection, and information system security. ☁️ 𝐂𝐥𝐨𝐮𝐝 : Migration, architecture, and infrastructure optimization (AWS, GCP, Azure). 📊 𝐃𝐚𝐭𝐚 𝐒𝐜𝐢𝐞𝐧𝐜𝐞 & 𝐌𝐚𝐜𝐡𝐢𝐧𝐞 𝐋𝐞𝐚𝐫𝐧𝐢𝐧𝐠 : Big Data, analytics, artificial intelligence, and machine learning engineering. 🤖 𝐀𝐫𝐭𝐢𝐟𝐢𝐜𝐢𝐚𝐥 𝐈𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐜𝐞 : Automation, deep learning, and AI solutions. ⚙️ 𝐄𝐑𝐏/𝐂𝐑𝐌 : Expertise in SAP, Salesforce, and Microsoft Dynamics. We recruit within the top 1% to 3% of talent in France, offering a modern and efficient recruitment approach that enables companies to sustain growth and profitability. By choosing Aptenia, you gain a tailor-made approach and a strategic partner to build high-performing and long-lasting teams.

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PILOTAGE QUALITE SERVICE

Groupe Aptenia

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