Customer Relationship Management – IT Services Expert

Customer Relationship Management – IT Services Expert (Level 4)

Location: Paris, France – Permanent, hybrid role (on‑site 3–4 days per week).

Overview

The role is responsible for ensuring high‑quality IT service relationship management between business stakeholders and IT service providers. The position focuses on aligning business needs with technical capabilities, managing demand, supporting transformation initiatives, and ensuring effective governance, service performance, and continuous improvement across IT services.

Responsibilities

• Act as the primary interface between business stakeholders and IT service providers
• Ensure understanding, anticipation, and translation of business needs into IT service requirements
• Provide expertise on IT service catalogues, roadmaps, and technical capabilities
• Support and challenge demand intake related to infrastructure, hosting, workplace, network, and storage services
• Contribute to governance activities including steering committees, service reviews, and KPI analysis

Job Requirements

Experience

• 12+ years in a similar role within complex IT environments, with proven expertise in CRM IT Services
• Proven experience in large, complex IT environments
• Ability to align business expectations with IT delivery and service performance

Mandatory Skills

• Customer Relationship Management in IT Services
• IT Service Management (ITSM)
• Demand management
• Service governance and KPI monitoring
• Strong communication in French and English (C1/C2)

Appreciated Skills

• International project exposure
• IT transformation programs
• Steering committee facilitation
• Roadmap and portfolio management