Service Center Manager - SQALA

Join Clasquin, an international transport operator, as a Service Center Manager in Casablanca, Morocco. In this role, you will be responsible for structuring, organizing, and managing the Service Center, defining operational objectives, and overseeing all support activities. You will lead cross-functional teams, improve productivity and efficiency, and foster a culture of collaboration and continuous improvement. The ideal candidate will have 7+ years of experience in delivery, support, or service operations, with 3-5 years as a Service Center Manager or equivalent. Fluency in English is required.

• Structurer, organiser et gérer le Service Center, définir les objectifs opérationnels et les indicateurs de performance.
• Diriger et soutenir les équipes interfonctionnelles, développer les compétences, coacher les équipes et soutenir la croissance de la maturité.
• Superviser toutes les activités de support, contrôler les niveaux de service, analyser les écarts et définir des plans d'action correctifs.

Requirements for this permanent contract

**Core Technical & Operational Skills**

• Strong understanding of Service Center operations
• Proven experience in managing a support center: helpdesk, application support, technical support, production
• Strong knowledge of ITIL, Agile, Lean
• Solid experience with dashboards, KPIs, SLA management
• Capacity planning, risk management

• **Leadership & Soft Skills**
• Natural leader with excellent interpersonal and communication skills

• Ability to manage complex situations, make decisions, and prioritize effectively
• Strong organizational skills, stress management, and results-oriented mindset
• Customer-centric mindset with strong problem-solving capabilities
• Innovation-driven, analytical, and continuous improvement oriented

**Candidate Profile**

• 7+ years of experience in delivery, support, or service operations
• 3–5 years of experience as a Service Center Manager or equivalent
• Experience managing multi-skilled teams (20+ people)
• Background in international or multi-client environments
• Fluent in English (spoken and written)
• All our positions are open to people with disabilities