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Operations Director BPO
Role Environment2 sites with approximately 700 employees, including support and management functions.Around 200 advisors on-site simultaneously, with the remainder working remotely.Portfolio of 12 client accounts in production, covering diverse industries and service models.Management team includes 4 Senior Operation Managers, each supervising multiple team managers.Direct responsibility for the Quality & Training team (17 staff, with at least 1 quality officer and 1 trainer per account) and the WFM team.A diverse client base across different geographies, industries, and account sizes, requiring the ability to manage multi-sector priorities and adapt to varied client expectations.Role PurposeLead and oversee all operational activities of the contact center, ensuring performance targets, quality standards, and profitability goals are achieved.Deliver an exceptional client experience while maintaining a positive working environment and driving continuous improvement initiatives.Key ResponsibilitiesOperational LeadershipOversee day-to-day operations across both sites and remote teams.Directly manage Senior Operation Managers and indirectly manage production, Quality-Training, and WFM teams.Ensure consistent management practices and alignment with corporate strategy.Performance & QualityDefine, monitor, and optimize KPIs to meet performance and quality objectives.Implement improvement plans to exceed operational and client satisfaction goals.Drive the standardization and industrialization of internal processes (sales, deployment, billing, after-sales).Strategic ManagementDevelop and execute strategies to optimize operational performance and client satisfaction.Manage operational profitability (P&L) and identify revenue and margin improvement opportunities.Ensure alignment of account management strategies with client-specific goals.Client & Account ManagementManage a diverse portfolio of multi-sector client accounts, ensuring tailored strategies for each.Maintain strong, trust-based relationships with clients and act as the escalation point for operational issues.Collaborate closely with sales and account management teams to identify growth opportunities and reinforce client partnerships.Talent DevelopmentDevelop and coach management teams to strengthen leadership capabilities.Promote engagement and motivation within the workforce.Implement initiatives to improve employee well-being, including gamification and innovative engagement programs.Compliance & RiskEnsure adherence to legal and regulatory requirements (e.g., data protection, confidentiality).Anticipate and mitigate operational risks.Technical & Business SkillsStrong understanding of contact center processes, tools, and best practices.Proven ability to manage multi-account portfolios across different industries.Solid P&L management and operational profitability optimization skills.Strategic planning, performance management, and continuous improvement expertise.Excellent communication in French and English (Dutch is a plus).
Product Manager – Cybersécurité
Mission principaleDéfinir et mettre en œuvre la stratégie de développement du portefeuille Cybersécurité destiné aux clients entreprises, en interne ou via des partenaires stratégiques.Traduire cette stratégie en roadmaps de lancement de solutions et produits sur le marché, avec pour objectif de générer une croissance durable des revenus.Responsabilités principalesStratégie & RoadmapÉlaborer les plans marketing pour la gamme de produits et solutions Cybersécurité, alignés sur le plan stratégique de l’entreprise.Définir et piloter la roadmap marketing Cybersécurité.Développement & Lancement d’OffresConcevoir, lancer et faire évoluer les solutions de cybersécurité selon les processus en vigueur.Assurer la mise en place des partenariats stratégiques dans le domaine de la Cybersécurité.Adapter les offres en fonction des besoins clients et de l’évolution des menaces.Veille & ConcurrenceRéaliser une veille constante sur les tendances du marché, les innovations et les évolutions réglementaires.Analyser la concurrence et recommander des actions pour maintenir la compétitivité des solutions.Collaboration & CoordinationTravailler en étroite collaboration avec les équipes techniques et commerciales pour concevoir des offres répondant aux besoins du marché.Piloter les demandes business liées aux spécifications, certifications et prérequis pour le développement des services de Cybersécurité.Contribuer à l’élaboration du budget et des prévisions annuelles, suivre et analyser les KPI pour sécuriser et développer les revenus.Support & FormationAssurer les formations, transferts de compétences et développement d’outils d’aide à la vente.Soutenir les équipes commerciales et avant-vente dans la promotion et le déploiement des offres.Suivre et piloter le pipeline d’opportunités en coordination avec les équipes commerciales.Résultats attendusLancement réussi de nouvelles offres Sécurité destinées au marché B2B.Contribution significative à la croissance du chiffre d’affaires ICT.Simplification du parcours client et amélioration de l’expérience B2B (outils self-care, extranet…).Participation à l’industrialisation des processus internes (vente, déploiement, facturation, SAV).
Infrastructure Engineer
Job ScopeThe IT Support Specialist is the single point of contact (SPOC) for all local IT matters, ensuring effective support across the organization’s applications (including SAP and non-ERP business-specific systems) and infrastructure (desktop, laptop, networking, and telecom systems).This role is responsible for incident management, service coordination, and user satisfaction, while supporting infrastructure upgrades, business application rollouts, and continuous service improvements.Shift work and on-call support may be required for Priority 1 & 2 incidents.Key DimensionsBudget: No direct responsibility, but must track run-and-maintain costs through time reporting.Support coverage: Local business hours for normal operations; on-call mobile rotation for high-priority incidents.Application scope: SAP and non-ERP business-specific applications.Infrastructure scope: Desktop/Laptop fleet, network estate, telecommunications, and related hardware.Principal AccountabilitiesIncident & Request ManagementReceive, log, and track requests for support from end-users and service delivery staff.Monitor progress of incidents and escalations, keeping stakeholders informed.Conduct initial problem diagnosis and apply known solutions or escalate to specialized teams.Update incident logs and knowledge base in line with ITIL standards.Customer Engagement & Service CoordinationAct as the SPOC for all local IT issues, ensuring user needs are understood and addressed.Coordinate local escalations with global teams or external service providers.Provide advice on available systems, products, and services.Application & Infrastructure MonitoringMonitor applications and infrastructure performance, detect issues, and take corrective action.Collaborate with development/support teams and software vendors to address known problems or deliver enhancements.End-User Support & TrainingAssist users in effective use of desktop systems and applications.Deliver end-user training on business applications upon request.Participate in “transition to support” activities for new applications and updates.Vendor & Asset ManagementAct as point of contact for third-party vendors (ISPs, hardware service providers) and ensure HSSE compliance.Arrange preventive maintenance for IT equipment (servers, UPS, air conditioning, etc.).Manage local IT stock levels and coordinate with business focal points for replenishment.Business Continuity & SecuritySupport disaster recovery and business continuity activities.Ensure compliance with corporate IT security policies and standards.Key ChallengesKeeping technical skills aligned with evolving business application portfolio and infrastructure upgrades.Managing stakeholder relationships while constructively challenging for service improvement.Delivering results through virtual teams without direct authority.Operating effectively in a multi-application, multi-vendor environment.Skills & ExperienceTechnical Support & IT Service Management2–3 years’ experience in end-user IT support or help desk environments.Solid understanding of ITIL v4 processes and incident/problem management.Experience with ticketing systems and knowledge management tools.Strong troubleshooting, root cause analysis, and problem-solving skills.Applications & InfrastructureSAP GUI and non-ERP business applications.MS Office 365 Suite, Teams, collaboration tools.Operating Systems: Windows Server (2016–2022), Linux, MS SQL Database.Networking & Telecom: Cisco/Aruba switches & routers, PABX.Security: FortiClient, Fortigate firewalls, IRM Security Compliance.Hardware: Lenovo desktops/laptops, Nutanix, Fortigate appliances.Middleware, application integration, application security, and data architecture knowledge.Business & Soft SkillsFluent English (spoken and written).Strong interpersonal and customer service skills.Effective time management and ability to prioritize under pressure.Experience working in global/virtual and cross-functional teams.Preferred Senior ProfileCertification in a relevant technology area.Advanced troubleshooting and mentoring skills.Knowledge of ITIL and business processes in a similar industry.
Operations Director BPO
Role Environment2 sites with approximately 700 employees, including support and management functions.Around 200 advisors on-site simultaneously, with the remainder working remotely.Portfolio of 12 client accounts in production, covering diverse industries and service models.Management team includes 4 Senior Operation Managers, each supervising multiple team managers.Direct responsibility for the Quality & Training team (17 staff, with at least 1 quality officer and 1 trainer per account) and the WFM team.A diverse client base across different geographies, industries, and account sizes, requiring the ability to manage multi-sector priorities and adapt to varied client expectations.Role PurposeLead and oversee all operational activities of the contact center, ensuring performance targets, quality standards, and profitability goals are achieved.Deliver an exceptional client experience while maintaining a positive working environment and driving continuous improvement initiatives.Key ResponsibilitiesOperational LeadershipOversee day-to-day operations across both sites and remote teams.Directly manage Senior Operation Managers and indirectly manage production, Quality-Training, and WFM teams.Ensure consistent management practices and alignment with corporate strategy.Performance & QualityDefine, monitor, and optimize KPIs to meet performance and quality objectives.Implement improvement plans to exceed operational and client satisfaction goals.Drive the standardization and industrialization of internal processes (sales, deployment, billing, after-sales).Strategic ManagementDevelop and execute strategies to optimize operational performance and client satisfaction.Manage operational profitability (P&L) and identify revenue and margin improvement opportunities.Ensure alignment of account management strategies with client-specific goals.Client & Account ManagementManage a diverse portfolio of multi-sector client accounts, ensuring tailored strategies for each.Maintain strong, trust-based relationships with clients and act as the escalation point for operational issues.Collaborate closely with sales and account management teams to identify growth opportunities and reinforce client partnerships.Talent DevelopmentDevelop and coach management teams to strengthen leadership capabilities.Promote engagement and motivation within the workforce.Implement initiatives to improve employee well-being, including gamification and innovative engagement programs.Compliance & RiskEnsure adherence to legal and regulatory requirements (e.g., data protection, confidentiality).Anticipate and mitigate operational risks.Technical & Business SkillsStrong understanding of contact center processes, tools, and best practices.Proven ability to manage multi-account portfolios across different industries.Solid P&L management and operational profitability optimization skills.Strategic planning, performance management, and continuous improvement expertise.Excellent communication in French and English (Dutch is a plus).
Product Manager – Cybersécurité
Mission principaleDéfinir et mettre en œuvre la stratégie de développement du portefeuille Cybersécurité destiné aux clients entreprises, en interne ou via des partenaires stratégiques.Traduire cette stratégie en roadmaps de lancement de solutions et produits sur le marché, avec pour objectif de générer une croissance durable des revenus.Responsabilités principalesStratégie & RoadmapÉlaborer les plans marketing pour la gamme de produits et solutions Cybersécurité, alignés sur le plan stratégique de l’entreprise.Définir et piloter la roadmap marketing Cybersécurité.Développement & Lancement d’OffresConcevoir, lancer et faire évoluer les solutions de cybersécurité selon les processus en vigueur.Assurer la mise en place des partenariats stratégiques dans le domaine de la Cybersécurité.Adapter les offres en fonction des besoins clients et de l’évolution des menaces.Veille & ConcurrenceRéaliser une veille constante sur les tendances du marché, les innovations et les évolutions réglementaires.Analyser la concurrence et recommander des actions pour maintenir la compétitivité des solutions.Collaboration & CoordinationTravailler en étroite collaboration avec les équipes techniques et commerciales pour concevoir des offres répondant aux besoins du marché.Piloter les demandes business liées aux spécifications, certifications et prérequis pour le développement des services de Cybersécurité.Contribuer à l’élaboration du budget et des prévisions annuelles, suivre et analyser les KPI pour sécuriser et développer les revenus.Support & FormationAssurer les formations, transferts de compétences et développement d’outils d’aide à la vente.Soutenir les équipes commerciales et avant-vente dans la promotion et le déploiement des offres.Suivre et piloter le pipeline d’opportunités en coordination avec les équipes commerciales.Résultats attendusLancement réussi de nouvelles offres Sécurité destinées au marché B2B.Contribution significative à la croissance du chiffre d’affaires ICT.Simplification du parcours client et amélioration de l’expérience B2B (outils self-care, extranet…).Participation à l’industrialisation des processus internes (vente, déploiement, facturation, SAV).
Infrastructure Engineer
Job ScopeThe IT Support Specialist is the single point of contact (SPOC) for all local IT matters, ensuring effective support across the organization’s applications (including SAP and non-ERP business-specific systems) and infrastructure (desktop, laptop, networking, and telecom systems).This role is responsible for incident management, service coordination, and user satisfaction, while supporting infrastructure upgrades, business application rollouts, and continuous service improvements.Shift work and on-call support may be required for Priority 1 & 2 incidents.Key DimensionsBudget: No direct responsibility, but must track run-and-maintain costs through time reporting.Support coverage: Local business hours for normal operations; on-call mobile rotation for high-priority incidents.Application scope: SAP and non-ERP business-specific applications.Infrastructure scope: Desktop/Laptop fleet, network estate, telecommunications, and related hardware.Principal AccountabilitiesIncident & Request ManagementReceive, log, and track requests for support from end-users and service delivery staff.Monitor progress of incidents and escalations, keeping stakeholders informed.Conduct initial problem diagnosis and apply known solutions or escalate to specialized teams.Update incident logs and knowledge base in line with ITIL standards.Customer Engagement & Service CoordinationAct as the SPOC for all local IT issues, ensuring user needs are understood and addressed.Coordinate local escalations with global teams or external service providers.Provide advice on available systems, products, and services.Application & Infrastructure MonitoringMonitor applications and infrastructure performance, detect issues, and take corrective action.Collaborate with development/support teams and software vendors to address known problems or deliver enhancements.End-User Support & TrainingAssist users in effective use of desktop systems and applications.Deliver end-user training on business applications upon request.Participate in “transition to support” activities for new applications and updates.Vendor & Asset ManagementAct as point of contact for third-party vendors (ISPs, hardware service providers) and ensure HSSE compliance.Arrange preventive maintenance for IT equipment (servers, UPS, air conditioning, etc.).Manage local IT stock levels and coordinate with business focal points for replenishment.Business Continuity & SecuritySupport disaster recovery and business continuity activities.Ensure compliance with corporate IT security policies and standards.Key ChallengesKeeping technical skills aligned with evolving business application portfolio and infrastructure upgrades.Managing stakeholder relationships while constructively challenging for service improvement.Delivering results through virtual teams without direct authority.Operating effectively in a multi-application, multi-vendor environment.Skills & ExperienceTechnical Support & IT Service Management2–3 years’ experience in end-user IT support or help desk environments.Solid understanding of ITIL v4 processes and incident/problem management.Experience with ticketing systems and knowledge management tools.Strong troubleshooting, root cause analysis, and problem-solving skills.Applications & InfrastructureSAP GUI and non-ERP business applications.MS Office 365 Suite, Teams, collaboration tools.Operating Systems: Windows Server (2016–2022), Linux, MS SQL Database.Networking & Telecom: Cisco/Aruba switches & routers, PABX.Security: FortiClient, Fortigate firewalls, IRM Security Compliance.Hardware: Lenovo desktops/laptops, Nutanix, Fortigate appliances.Middleware, application integration, application security, and data architecture knowledge.Business & Soft SkillsFluent English (spoken and written).Strong interpersonal and customer service skills.Effective time management and ability to prioritize under pressure.Experience working in global/virtual and cross-functional teams.Preferred Senior ProfileCertification in a relevant technology area.Advanced troubleshooting and mentoring skills.Knowledge of ITIL and business processes in a similar industry.
Information Security Associate Manager (ISM)
Rattachement hiérarchiqueManager hiérarchique : Risk & Compliance ManagerManager fonctionnel : Chief Information Security Officer (CISO)LieuCasablancaPérimètre du posteLe Information Security Associate Manager est le responsable opérationnel et process owner des activités liées à la protection de la confidentialité et de l’intégrité des données critiques de l’entreprise (clients, employés, partenaires).Il veille à la conformité des pratiques locales avec les stratégies de sécurité définies par le CISO HQ, afin d’atteindre les objectifs et standards de l’organisation.Missions principalesGouvernance & PolitiquesDéfinir, mettre en œuvre et maintenir les politiques et procédures locales de sécurité de l’information.Garantir l’alignement avec les stratégies globales définies par le CISO HQ.Identifier, évaluer et gérer les risques de sécurité, réaliser des audits internes et proposer des plans de remédiation.Sensibilisation & FormationDévelopper et animer des programmes de sensibilisation à la sécurité auprès des employés, partenaires et prestataires.Former les nouveaux arrivants aux bonnes pratiques de sécurité et aux politiques internes.Suivi & ConseilAgir comme consultant interne en sécurité pour les projets et systèmes de l’entreprise.Examiner et valider les plans de sécurité mis en œuvre dans les systèmes et réseaux de l’organisation.Assurer la liaison avec les équipes IT pour veiller à la conformité et remonter les incidents non résolus.Contrôle & ConformitéSurveiller et tester régulièrement les contrôles de sécurité pour garantir l’accessibilité et l’intégrité des données.Maintenir et superviser le Système de Management de la Sécurité de l’Information (ISMS) pour atteindre et conserver les certifications ISO 27001 et WLA-SCS.Assurer le maintien du Business Continuity Management System (BCMS).Gestion de crise & ContinuitéParticiper à la gestion des incidents majeurs et aux plans de reprise après sinistre.Coordonner les activités de continuité et de récupération des données en cas de crise.Compétences techniques clésGouvernance de la sécurité (ISO 27001, ISMS, BCMS)Évaluation et gestion des risquesPlan de continuité et reprise d’activité (BCP / DRP)Sensibilisation et formation à la sécuritéConformité réglementaire et audit interneSuivi des tendances et évolutions technologiques en cybersécurité
Architecte Consultant – CRM & Solutions SaaS (Salesforce)
Missions principalesConception & ArchitectureConcevoir et proposer des architectures techniques et fonctionnelles, avec un focus sur Salesforce.Garantir l’intégration fluide des solutions SaaS avec les systèmes existants.Gestion de projets & conseilIntervenir sur des projets CRM complexes en tant qu’expert.Piloter des projets IT et digitaux en assurant l’interface entre les besoins métiers et les solutions techniques.Accompagner les clients dans toutes les phases des projets, de la définition des besoins à la mise en production.Collaboration & CoordinationTravailler étroitement avec les parties prenantes internes et externes (utilisateurs, experts techniques, éditeurs…).Animer des ateliers et contribuer à la validation des solutions livrées.Participer à la conduite du changement pour garantir l’adoption des solutions.Méthodologies & ProcessusAppliquer les méthodologies Agile / SAFe pour optimiser les cycles de livraison.Contribuer à l’amélioration continue des pratiques et à la standardisation des processus.Compétences techniques clésSalesforce : Certification Integration Architect obligatoireCRM : Expertise sur les solutions et architectures CRMAPI & intégration : REST, SOAP, patterns d’intégration (sans développement avancé)Méthodologies : Agile, SAFe (obligatoire), ITIL/ITSM (souhaité)Gestion de solutions SaaS et intégration multi-systèmesAnalyse fonctionnelle et rédaction de spécificationsCertifications recommandéesObligatoire : Salesforce Certified Integration ArchitectSouhaitées : PMP, PRINCE2, ITIL Foundation, Agile/Scrum Master
Ingénieur DevSecOps / Site Reliability Engineer (SRE)
Missions principalesSécurité dans le cycle DevOpsIntégrer la sécurité dans toutes les étapes du pipeline CI/CD (shift-left security).Mettre en place et automatiser les contrôles de sécurité (SAST, DAST, SCA, IaC scanning).Définir et appliquer les normes de codage sécurisé et les politiques de livraison.Automatisation & Infrastructure sécuriséeConcevoir et maintenir des pipelines CI/CD sécurisés pour les environnements cloud et on-premises.Déployer et gérer des environnements de développement, test et production avec contrôle d’accès, journalisation et surveillance.Sécuriser les configurations d’infrastructure et orchestrer les déploiements via Infrastructure as Code (Terraform, Ansible).Surveillance & RéponseIntégrer les solutions de monitoring, alerting et logging dans les pipelines et environnements.Surveiller les KPIs de performance et de sécurité, analyser les incidents et piloter les plans de remédiation.Participer aux exercices de simulation d’incidents de sécurité et contribuer aux retours d’expérience.Collaboration & Amélioration continueTravailler en étroite collaboration avec les équipes Développement, Sécurité, Réseau et Ops.Identifier les goulots d’étranglement dans le processus CI/CD et proposer des plans d’amélioration.Participer aux communautés techniques et promouvoir les bonnes pratiques DevSecOps.Compétences techniques clésLangages & Frameworks : Java, Kotlin, Go, JavaScript, PythonSécurité applicative : OWASP Top 10, API Security, SAST (SonarQube, Checkmarx), DAST (Burp Suite, ZAP), SCAConteneurs & orchestration : Docker, Kubernetes, OpenShift, IstioCI/CD : Jenkins, GitLab CI, GitHub Actions, AWS CodePipelineInfrastructure as Code : Terraform, AnsibleCloud : AWS, Azure, GCP avec sécurité et conformité intégréesSurveillance : Prometheus, Grafana, ELK, SIEMCertifications recommandées (optionnelles)DevOps & Cloud : AWS Certified DevOps Engineer, Kubernetes CKA/CKADSécurité : CSSLP, DevSecOps Foundation, GIAC GCSAOutillage : GitLab Certified CI/CD Specialist, HashiCorp Terraform Associate
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