Johan Kieffer

Itsdm @Concentrix

Ville de Paris, FR

As IT Service Delivery Manager at Concentrix, I oversee the delivery of IT services for the Top 5 strategic accounts in the France region, within highly demanding and dynamic Contact Center environments.I act as the single point of contact (SPOC) for both external stakeholders (clients, contract owners) and internal teams (operations, production, account management), ensuring consistent communication, service reliability, and alignment with business objectives.I coordinate global support and production teams across multiple time zones to manage incidents, drive service improvements, and guarantee SLA compliance. Key responsibilities- End-to-end service delivery ownership for high-value accounts- SPOC for all service-related communication and escalations- Coordination of technical support teams during incidents and planned actions- SLA & KPI monitoring with regular reporting and reviews- Stakeholder alignment with internal/external counterparts- Support for onboarding, transitions, and continuous improvement plansI bring a strong customer-first mindset, a collaborative spirit, and a proactive approach to ensure operational excellence and long-term client satisfaction.

IUT Lyon 1

DUT

Euridis Business School

Master Ingénieur d'affaires en hautes technologies

Euridis Business School

Bachelor