Customer Experience IT Delivery Manager (F/H/X)

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Job Overview :

A motivated and experienced Customer Experience IT Delivery Manager to oversee and ensure the successful delivery of IT services across Syensqo’s Digital Enterprise Solutions domain, including CRM (Marketing, Sales ; Services); eBusiness (eCommerce ; Partner Portals) solutions. You will be a key player in our transformation journey, driving service excellence, operational performance, and innovation in collaboration with cross-functional teams. Your leadership and coordination across delivery, service, and performance management will be instrumental in ensuring scalable, sustainable, and high-value IT solutions.

You will assist the CRM eBusiness functional teams in setting up and implementing governance and processes with internal cross functional teams and external support providers to secure the optimal delivery of IT Services.

Responsibilities : 

• Quality of services: Monitor service performance metrics, KPI/SLA/XLA, manage Service Improvement plans.
• Incident Management: Major Incident Management, Root Cause Analysis, handling of escalations.
• Continuous Improvement: Identify areas for improvement in processes, tools, operating procedures and driving enhancements.
• Service Catalog management: Maintain & refresh catalog, optimize underlying processes.
• Documentation: Develop, maintain, and update IT service documentation, operational procedures and knowledge bases.
• Communication: Support the liaison between the DES operational teams and business stakeholders, facilitating clear and effective communication on IT services.
• Collaboration: Work effectively with other service delivery managers in the team, internal stakeholders in IT, cybersecurity, and business units to understand and address evolving service needs.
• Community of Practice: participate and animate Community of Practice, drive process streamlining & harmonization and the sharing of best practices across the DES organization.
• Risk Management: Identify and mitigate delivery risks, ensuring compliance with internal policies and external regulations.

Essential Skills

• A degree in Computer Science, Information Technology, or a related discipline
• Solid experience as a Delivery Manager or in an equivalent IT service role
• In-depth understanding of IT Service Management (ITSM) principles and ITIL framework
• Good understanding of Salesforce Technology and eBusiness (eCommerce, Partner Portals) processes in the context of manufacturing chemical industry
• Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms
• Facilitator mindset to ensure respect of IT policies but with an agile mindset, with a focus on delivering business value to stakeholders
• Empowerment, accountability, and operational leadership
• Team spirit and cross-functional collaboration
• Previous experience working with BMC Helix tool is a strong plus
• Familiarity with large, complex organizational structures and IT processes
• Experience working in international, multicultural environments
• Agile or other project management methodologies experience is a plus
• Language Proficiency: Fluent in English both written and spoken, French is a plus

Additional Information

Location: Lyon, France

Working Model: Onsite or Hybrid

This position creation is still subject to current ongoing social procedure; thus no final decision will be taken before the end of this procedure; All applications will be processed by the Talent Acquisition team accordingly and all applicants should expect at least one personalized written feedback for their respective submitted applications, in accordance with the ongoing social procedure timeline;

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.