Freelance Service Manager ( m/w/d)

2/26/2026

The role involves acting as the key liaison between local users and the French Service Desk to ensure seamless communication and service continuity for business applications support. Key duties include collecting field feedback, analyzing ticket volumes, preparing reports, and supporting user onboarding and training.

Working Hours

37 hours/week

Company Size

51-200 employees

Language

English

Visa Sponsorship

About The Company

Since 2012, we have been helping our clients in Business Development and achieving their goals in a market undergoing deep contraction and change. In line with corporate objectives, since 2020, we have finalized the acquisition by the French company Helpline, a European leader in IT support, User Experience, and digital transformation, in our shared path of geographical expansion, and we have become part of the international group under the everience brand. As part of the group, which employs over 5,000 people, we offer three main areas of business in Italy: Helpdesk Support Managed Services: Ongoing support from technicians, system administrators, and network experts for the client infrastructure in corporate and enterprise environments, aimed at reducing costs through digitalization and the implementation of nearshore multilingual solutions (300 agents in Timisoara, Romania). Break Fix Support and Technical Dispatch in Italy and Abroad: Through our technicians, partners, and suppliers, we support our clients in their global expansion projects, following them in different locations. We handle IMAC activities and distributed technological projects: we offer service management based on the ITIL framework across the entire process, 12 hours a day, 7 days a week. Technology Consulting: Thanks to our background and corporate experience, we provide SMEs with proven solutions, allowing them to focus valuable energy on revenue generation and cost reduction. We design and implement customized IT solutions while respecting client requests and objectives. For a no-obligation quote, we offer a free benchmark on the status of your technological services. Digitalizing your processes is a matter of how, not if. As soon as possible, not when. Why not be supported by experts?

About the Role

Company Description

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

Job Description

We are looking for a Topic Leader to join our team on‑site in London.
In this role, you will act as the key liaison between local users and our French Service Desk, ensuring seamless communication, service continuity, and continuous improvement of business applications support.

Qualifications

Main Responsibilities:

Serve as the primary point of contact for all business applications
Collect field feedback and support the Shift‑Left strategy (Level 2, Level 3, AMS, etc.)
Analyze ticket volumes and produce statistics & dashboards
Prepare reports and escalate alerts in case of application issues
Support onboarding and integration of new users
Deliver trainings and coaching sessions
Identify and coordinate training needs

Profile & Skills

Strong technical understanding of Retail environments
Technical environment: office tools, business applications, retail solutions, Mac & PC, Okta, Usercube
Customer‑oriented, service‑focused mindset
Excellent communication
Strong planning & organizational skills
Analytical and problem‑solving abilities
Proficiency with Excel and/or reporting tools
Excellent written communication
Experience in Retail/Luxury is a plus

🌐 Languages:

French: C2
English: C2

Additional Information

Working Conditions

On‑site position in central London
37/ week (08:00–19:00, Monday to Friday)
Profile expected (DM / SDM / Knowledge Manager)

All our positions are open to people with disabilities

Level of Experience: 5-10 ans

Department: Fonctions support utilisateurs

Type de contrat: Sous-traitance / Indépendant

Key Skills

Service DeskBusiness Applications SupportTicket AnalysisReportingUser OnboardingTraining DeliveryRetail EnvironmentsOffice ToolsOktaUsercubeCustomer-OrientedCommunicationPlanningOrganizational SkillsProblem-SolvingExcel