Freelance Service Manager ( m/w/d) at EVERIENCE

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk, Business Applications Support, Ticket Analysis, Reporting, User Onboarding, Training Delivery, Retail Environments, Office Tools, Okta, Usercube, Customer-Oriented, Communication, Planning, Organizational Skills, Problem-Solving, Excel

Industry

IT Services and IT Consulting

Description

Company Description Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution. With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability. Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data. In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities. Job Description We are looking for a Topic Leader to join our team on‑site in London. In this role, you will act as the key liaison between local users and our French Service Desk, ensuring seamless communication, service continuity, and continuous improvement of business applications support. Qualifications Main Responsibilities: Serve as the primary point of contact for all business applications Collect field feedback and support the Shift‑Left strategy (Level 2, Level 3, AMS, etc.) Analyze ticket volumes and produce statistics & dashboards Prepare reports and escalate alerts in case of application issues Support onboarding and integration of new users Deliver trainings and coaching sessions Identify and coordinate training needs Profile & Skills Strong technical understanding of Retail environments Technical environment: office tools, business applications, retail solutions, Mac & PC, Okta, Usercube Customer‑oriented, service‑focused mindset Excellent communication Strong planning & organizational skills Analytical and problem‑solving abilities Proficiency with Excel and/or reporting tools Excellent written communication Experience in Retail/Luxury is a plus 🌐 Languages: French: C2 English: C2 Additional Information Working Conditions On‑site position in central London 37/ week (08:00–19:00, Monday to Friday) Profile expected (DM / SDM / Knowledge Manager) All our positions are open to people with disabilities Level of Experience: 5-10 ans Department: Fonctions support utilisateurs Type de contrat: Sous-traitance / Indépendant

Responsibilities

The role involves acting as the key liaison between local users and the French Service Desk to ensure seamless communication and service continuity for business applications support. Key duties include collecting field feedback, analyzing ticket volumes, preparing reports, and supporting user onboarding and training.