Delivery Lead CRM & Call Center Solutions

Delivery Lead CRM & Call Center Solutions

As Delivery Lead for CRM and Call Center Solutions, you will be responsible for managing and optimizing the daily operations of our business information systems across a global scope. You will coordinate technical teams, oversee project deliveries, and ensure the continuous improvement of processes and tools supporting B2B customer relationship activities.

Main scope of the role

You will work on B2B Customer Relationship activities, including:

• CRM Solutions: Managing customer interactions for sales (lead, prospect, opportunity, quote, contract, etc.) and customer service (complaints, information, etc.).

• Call Center as a Service: Tools for routing, directing, and callback of phone calls to physical call centers.

• Oversee daily operations of business information systems, coordinating

technical teams and monitoring performance indicators.

• Manage project deliveries (including move-to-run), validate go-lives, lead

synchronization meetings, and handle operational priorities.

• Continuously improve, optimize, and industrialize processes and operating

models within your scope.

• Manage system evolutions, analyze impacts, and coordinate with business,

architecture, and cybersecurity stakeholders.

Responsabilities & tasks

• Handle crisis management, incidents, and problems by coordinating internal

(additional information)

and external teams, following up on corrective action plans, and leading problem

management committees.

• Supervise external service providers, lead steering committees, validate

deliverables, and ensure contractual commitments are met.

• Ensure compliance with company rules, follow up on compliance audits,

coordinate remediation actions, and apply cybersecurity policies.

• Maintain up-to-date documentation and knowledge bases (mappings, project

feedback, incident post-mortems, etc.)

Internal stakeholders

On call duty (yes/no)

Candidate's profile

Educational Background

Multiple stakeholders involved: Business, Delivery Lead, Business Analyst, service manager, squad leader, product owner, project manager, Tech Lead, Cyber, architects, procurement, etc.

Additional stakeholders from our TMA and suppliers’ contracts

No

•Minimum 3 years in the current position

•More than 5 years in a similar role

Ability to work also in Agile environments

•English & French - advanced

Engineer background

Technical skills - tools & technologies

•Experience with CRM tools and processes (Dynamics 365 Sales/Services modules or Salesforce Salescloud)

•Strong knowledge of information systems and ITIL processes (incidents, problems, changes, etc.)

•Familiarity with Azure landing zones, CI/CD tools, FinOps

•Experience with Power Platform is a plus

•Optional: Knowledge of call center tools (ODIGO, Avaya, Genesys, etc.)

Core softskills

• Ability to handle professional pressures

• Sense of negotiation and dialogue, good relationship with users, clients, providers

• Analysis and synthesis skills, strong communication skills

• Client service oriented, team spirit

Language skills

EN mandatory - FR mandatory (B2)