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, driving operational excellence and ensuring high levels of client satisfaction.

Key responsibilities

• Structure, organise and manage the Service Center across multiple teams and expertise areas.
• Define operational objectives, road‑maps and performance KPIs; produce transparent reporting for internal management and clients.
• Establish governance rituals such as steering committees, operational committees, quality reviews and SLA tracking.
• Plan capacity, optimise team sizing and oversee all support activities.
• Lead cross‑functional teams, coach staff, and foster a culture of collaboration, continuous improvement and accountability.
• Control service levels, analyse deviations and implement corrective action plans.
• Maintain SOPs, documentation, knowledge base and support workflows.

Required profile

• Proven leadership in fast‑paced, multidisciplinary environments.
• Strong understanding of Service Center mechanics: governance, capacity management, support operations, quality, performance and customer satisfaction.
• Ability to balance strategic direction, operational organisation and client relationship management.

Required skills

• ITIL
• Agile
• Lean
• Capacity planning
• Risk management
• KPI management
• SLA management
• Dashboard reporting

What we offer

• A stimulating, caring environment with autonomy and daily challenges.
• Opportunities for professional growth within a global transport and logistics network.
• Company values centred on enthusiasm, professionalism and integrity.