Technical Service Manager

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As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

Within Flowbird, the Technical Service Manager serves as the primary point of convergence between client relations and the technical execution of operational support ("Run"). In a highly demanding environment, their main role is to guarantee the execution of maintenance contracts while protecting and functionally coordinating the technical support team (L2). They act as a "shield" against client escalations and the operational coordinator of technical resolutions.

How to make an impact

• Client Relationship Management: Act as the primary and single point of escalation for clients during major incidents, leading technical committees, crisis meetings and backlog arbitration with clients.

• Take ownership of and guarantee compliance with SLAs. Monitor key performance indicators (KPIs) to measure service quality and efficiency. Produce and analyze trend reports for clients and management.

• Contractual Tracking : identify risk or opportunity areas for amendments (addenda) to increase revenue and margins.

• Assess escalation risks, manage complex and/or contentious conflicts with discretion, and rebuild trust with demanding clients.

• Take responsibility for risk management, including alerting management to any hazardous situations regarding assets and personnel.

• Technical Team Supervision Support: Ensure strict prioritization, assignment, and tracking of tickets (Jira / ServiceNow).

• Manage the internal execution of maintenance contracts: communication, technical decisions, and tracking of schedules and associated tasks.

• Internal Interface: Coordinate actions between Support, R&D (Engineering), and project deployment (Delivery) teams to ensure a smooth transition from "Build" to "Run."

• Participate in defining and harmonizing global support processes (notably between France, the UK, and Australia).

About you