Freelance Service Manager ( M/w/d)

Freelance Service Manager

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a "symbiotic age", where AI enhances talents and opens up new career opportunities.

Job Description

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.

Qualifications

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

Additional Information

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 both women and men and are, of course, open to people with disabilities.