IT Service Excellence Lead

Company Description

Publicis Re:Sources is the backbone of Publicis Groupe, the worlds third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 5,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.

In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.

Overview

Skills (must have)

Team Management & Leadership

• Proven experience in leading IT support or service desk teams
• Ability to delegate, track performance, and coach team members
• Strong stakeholder and cross-functional collaboration skills
• Conflict resolution and people management abilities
  
  

• Experience in generating and analysing IT support reports (SLA, ticket trends, resource utilization, etc.)
• Familiarity with incident, problem, and change management metrics
• Ability to derive insights and recommend action plans based on data
  
  

• Hands-on experience with dashboard and report creation
• Understanding of CMDB, ticket lifecycle, and performance analytics
  
  

• Ability to design interactive dashboards using DAX and data modelling
  
  

• Proficiency in PivotTables, Power Query, VLOOKUP/XLOOKUP, macros, dashboards
  
  

• Expert in Microsoft PowerPoint - slide design, storytelling, infographics
• Ability to translate technical data into executive-level presentations
• Clear and confident verbal communication
• ITIL knowledge or certification
• Knowledge of automation tools (e.g., Power Automate, scripting)
• Experience working in a global or multi-time-zone support model
  
  

• Outstanding customer service skills and dedication to providing exceptional customer care
• Specialized knowledge of Global Technical Support/Service Desk Processes
• Strong teaching and mentoring experience
• Project management experience - must be able to drive projects using organizational tools to track progress, assign tasks and achieve timelines
• Excellent PowerPoint Presentation Skills
• Additional certification in Microsoft, ITIL or similar technologies is a plus
  
  

• Establish and lead a customer feedback committee
• Be the point of contact when it comes to technical escalations
• Lead the promotion of IT services to the Groupe (Marcel community, etc.)
• Collaborate across teams to enhance support quality measurements and related processes and training.
• Develop processes, practices, and SOP for operational efficiency
• Work on Projects related to Global Tech Support to get in more efficiency
• Meeting with Functional track on Quarterly basis
• Writing progress reports and delivering presentations to the relevant stakeholders.
  
  

• Communicate expectations, assignments, and responsibilities clearly and professionally
• Assist in the creation of the team KPIs as well as monitor and report on results
• Sharing feedback with team on Quarterly/monthly basis with documented feedback
• Weekly team huddle with documented MOM with historical data
• Process KT Download & Access Provisioning for new hires & terms
• Attrition control
• Use gamification, empowerment, trust, and other strategies as appropriate to develop and motivate team members
  
  

• Liaising with team members, management, and clients to ensure projects are completed to standard.
• Ensure projects are completed in a defined time frame and ensure all updates should be given to the team.
• Documentation of new process and workflow