Service Center Manager – Casablanca

About the role

SQALA, a subsidiary of the CLASQUIN group, is seeking a Service Center Manager to lead its multi‑disciplinary service centre in Casablanca. You will be responsible for governing the centre, aligning operational objectives with client expectations, and driving continuous improvement across support functions.

Key responsibilities

• Structure, organize and manage multi‑team service centre operations.
• Define operational road‑maps, performance KPIs and monitor SLA compliance.
• Lead steering and operational committees, produce transparent reporting for internal and client stakeholders.
• Plan capacity, size teams optimally and oversee risk management.
• Coach and develop cross‑functional teams, fostering a culture of collaboration and accountability.
• Maintain SOPs, knowledge base and support workflows, ensuring high service quality.

Required profile

• Proven experience managing a help‑desk, application or technical support centre.
• Strong leadership with the ability to motivate multidisciplinary teams.
• Excellent analytical skills and a results‑oriented mindset.
• Ability to balance strategic direction with day‑to‑day operational execution.

Required skills

• ITIL
• Agile
• Lean
• KPI dashboards
• SLA management
• Capacity planning
• Risk management

What we offer

• A stimulating, caring environment with opportunities for autonomous growth.
• Exposure to a global network in the transport and logistics sector.
• Commitment to professional development and continuous improvement.