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Senior Manager Support Engineering

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Doctolib

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Emplacement:
France , Levallois-Perret

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Catégorie:
Informatique - Administration

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Type de contrat:
Non fourni

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Salaire:

Non fourni
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Description du poste:

L'équipe Technical Services est au cœur de l'écosystème de Doctolib : notre mission consiste à améliorer l'expérience utilisateur, en optimisant le lien entre les clients et les équipes Engineering. En tant que Senior Manager Technical Services, tu seras le leader de 2 à 3 équipes (15-25 personnes au total), composées de Team Managers et contributeurs individuels. Ton périmètre couvre le support technique et potentiellement l'implémentation des solutions Doctolib.

Responsabilités:

  • Manager et développer 1 à 3 Team Managers et une équipe de 4 à 6 personnes en direct
  • Créer une culture d'excellence technique et de collaboration
  • Assurer une performance optimale des équipes (structuration organisation, définition d'objectifs, pilotage ressources, gestion escalades)
  • Piloter et améliorer les KPIs clés (SLA, CSAT, qualité, productivité)
  • Collaborer stratégiquement avec les équipes Produit et Engineering
  • Contribuer à la stratégie du département Technical Services
  • Piloter des initiatives de transformation (automatisation, optimisation, montée en compétences)
  • Assurer le pilotage opérationnel (reporting, gestion budgétaire, recrutement)
  • Accompagner les transformations majeures du service

Exigences:

  • Au moins 7 ans d'expérience en management d'équipe incluant du management de managers
  • Au moins 3 ans dans un rôle opérationnel en support technique de niveau 2/3, idéalement avec un produit SaaS B2B
  • Expérience d'accompagnement de la croissance ou transformation d'équipes techniques (scaling, amélioration de processus, restructuration)
  • Expériences démontrées de collaboration stratégique avec des équipes internes Sales, AM, Product et Engineering
  • Satisfaction client comme priorité #1 avec capacité à prioriser et communiquer efficacement
  • Maîtrise de SQL et bonne compréhension des outils de troubleshooting (Datadog, Kibana, Sentry)
  • Autonomie, organisation, data-driven, curiosité technique
  • Excellent niveau d'anglais (oral et écrit)

Souhaitable:

  • Expérience dans l'automatisation de processus (Jira, Slack, Zapier, etc.)
  • Utilisation active d'outils de GenAI (ChatGPT, Dust, Claude, Copilot, etc.) pour améliorer la productivité
  • Expérience de management avec périmètres différents (support + implementation)
  • Expérience dans le secteur de la santé ou des produits hautement régulés
  • Expérience de management d'équipes distribuées ou internationales

Informations supplémentaires:

Offre publiée:
17 février 2026

Type d'emploi:
Temps plein
Type de travail:
Travail sur site
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