Service Center Manager (Casablanca)

About the role

We are looking for a Service Center Manager to lead our multi‑team, multi‑expertise Service Center in Casablanca. You will be responsible for governing operations, driving performance, and ensuring high levels of client satisfaction within a fast‑paced transport environment.

Key responsibilities

• Structure, organize and manage the Service Center, defining operational objectives, road‑maps and performance KPIs.
• Establish and animate governance rituals such as steering committees, operational committees, quality reviews and SLA tracking.
• Plan capacity and size teams optimally, producing transparent reporting for internal management and clients.
• Lead and support cross‑functional teams, develop skills, coach members and foster a culture of collaboration, continuous improvement and accountability.
• Oversee all support activities, control service levels (SLA), analyse deviations and define corrective action plans.
• Maintain SOPs, documentation, knowledge base and support workflows.

Required profile

• Proven experience managing a support centre (helpdesk, application support, technical support or production).
• Strong leadership with the ability to create a positive dynamic within multidisciplinary teams.
• Rigor, natural leadership and a customer‑focused mindset.
• Ability to balance strategic direction, operational organisation and strong client relationships.

Required skills

• ITIL
• Agile
• Lean
• Dashboards
• KPIs
• SLA management
• Capacity planning
• Risk management

What we offer

• A stimulating and caring environment that encourages daily challenges.
• Autonomy within a team focused on excellence.
• Values of enthusiasm, professionalism and integrity.