Applications Support Manager M/F
- Marseille
- CDI
- Temps-plein
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.YOUR ROLE :The Support & Solutions Team Manager is responsible for both the day-to-day management of support activities (levels 1 to 3) and the technical governance of the Group's Digital Learning solutions (LMS, TMS, CMS, BI, connectors, etc.) at CMA CGM.This role combines operational leadership, team supervision, and technical expertise across all Learning Information System tools.The position reports to the Digital Learning Manager, within the Group HRIS Department, and involves close collaboration with MOA/MOE project teams, the PMO, the IT Department, and external partners.The person in this role manages a team of 3 internal support experts (levels 2/3) and 2 resources based in India (GBS India) responsible for level 1 support. There are 2 direct reports and 3 indirect reports.WHAT ARE YOU GOING TO DO?Operational Support ManagementSupervise daily support activities (levels 1 to 3)Ensure compliance with SLAs, response quality, and ticket follow-upCoordinate between internal and offshore teamsManage escalations and critical situations proactivelyTechnical Governance of SolutionsAct as the technical reference for solutions (Docebo, Training Orchestra, CMS, BI, etc.)Lead or contribute to architecture, integration, and performance improvementsWork closely with MOE project managers and IT to secure integrations and anticipate risksAssess technical limitations of current solutions and propose structural improvementsSupport to Corrective Maintenance ProjectsReceive and qualify corrective maintenance requests from MOA project managersCoordinate analysis, assign actions to support experts, and follow up on fixesContribute to technical problem resolution with MOE teams and vendorsEnsure quality, timeliness, and traceability of deliverablesReporting and Continuous ImprovementProduce support activity KPIs (SLAs, volume, satisfaction, recurring issues, etc.)Provide regular reporting to the Digital Learning ManagerParticipate in project and technical committees as the support and solutions representativeActively contribute to continuous improvement efforts, leveraging field feedbackTeam ManagementManage a team of 5 (3 internal + 2 offshore - GBS India)Structure activities, distribute workload, and monitor individual and team objectivesSupport the development of technical and methodological skillsFoster team dynamics, accountability, and collective efficiencyWHO ARE WE LOOKING FOR?Proficiency with LMS tools (Docebo), TMS (Training Orchestra), CMS, and BI tools (Qlik) - Training to be providedStrong knowledge of application architectures, APIs (REST), integrations, and connectorsFamiliarity with ITSM tools (JIRA, ServiceNow, etc.) and ITIL methodologiesUnderstanding of cloud and SaaS environmentsKnowledge of Group-level application configuration principlesTechnical leadership and ability to act as a reference point within a multi-tool ecosystemAbility to structure, prioritize, anticipate, and make informed technical decisionsExcellent communication skills, including with functional or non-technical stakeholders - Fluency in English requiredExperience managing hybrid teams (internal and offshore)Strong organizational skills and attention to detailAnalytical mindset and ability to solve complex problemsProactive in identifying and addressing technical or operational issuesService-oriented mindset with a focus on user satisfactionAbility to unite and motivate a teamStrong interpersonal skills and enthusiasm for cross-functional collaborationResilience and composure in high-pressure or critical situationsTechnical curiosity and a drive for continuous improvementCome along on CMA CGM's adventure !