JOB DETAILS

Freelance Service Manager ( m/w/d)

CompanyEVERIENCE
LocationLondon
Work ModeOn Site
PostedFebruary 26, 2026
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
    Categories
    Customer Service & SupportTechnologyConsultingRetailManagement & Leadership
    Job Information
    📋Core Responsibilities
    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.
    📋Job Type
    contract
    📊Experience Level
    5-10
    💼Company Size
    122
    📊Visa Sponsorship
    No
    💼Language
    English
    🏢Working Hours
    37 hours
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