Customer Relationship Management – IT Services Expert

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HCLTech is a global tech company with 224,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon and Toulouse.

We are seeking an experienced Customer Relationship Management – IT Services Expert (Level of expertise: Level 4) to join our team at a prestigious client site in the banking sector, based in Paris.

This is a permanent, hybrid role offering the opportunity to work on-site three/four days per week.

Overview:

The role is responsible for ensuring high-quality IT service relationship management between business stakeholders and IT service providers. The position focuses on aligning business needs with technical capabilities, managing demand, supporting transformation initiatives, and ensuring effective governance, service performance, and continuous improvement across IT services.

Responsibilities:

- Act as the primary interface between business stakeholders and IT service providers

- Ensure understanding, anticipation, and translation of business needs into IT service requirements

- Provide expertise on IT service catalogues, roadmaps, and technical capabilities

- Support and challenge demand intake related to infrastructure, hosting, workplace, network, and storage services

- Contribute to governance activities including steering committees, service reviews, and KPI analysis

Job Requirements

Experience:

12+ years in a similar role within complex IT environments, with proven expertise in CRM IT Services.

- Proven experience in large, complex IT environments

- Ability to align business expectations with IT delivery and service performance

- Experience managing multi-stakeholder environments

Mandatory Skills:

- Customer Relationship Management in IT Services

- IT Service Management (ITSM)

- Agile / Scrum methodology

- Stakeholder management

- Demand management

- Service governance and KPI monitoring

- Incident remediation planning

- Strong communication in French and English C1/C2

Appreciated Skills:

- International project exposure

- IT transformation programs

- Steering committee facilitation

- Roadmap and portfolio management

- Continuous service improvement

Ready for a new challenge? Join a friendly, multinational company offering endless career opportunities in a dynamic, multicultural environment.

Apply now and submit your CV in English!

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At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands-on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

• Comprehensive benefits package.
• Global career opportunities and mobility.
• Flexible work environment supporting work-life balance.
• Exciting projects and upskilling opportunities to shape your role.
• Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-

minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.