Administrator, Service Operations

Forterro │ FR; Caen; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A global consulting firm is looking for a resource management professional based in Caen, France. The candidate will manage project staffing, ensure resource allocation for consultants, and work closely with management to optimize utilization. Required qualifications include a Bachelor’s degree and 3–6 years of relevant experience. Fluency in English is mandatory, with Polish or Swedish being advantageous. The role offers a permanent contract and the opportunity to contribute to workforce planning and improvement initiatives.

Qualifications

• 3–6 years of experience in Consulting, Project Management, or Workforce Management.
• Strong skills in customer service and problem solving.

Responsabilités

• Manage capacity and allocate consultants to projects.
• Communicate regularly with stakeholders and monitor project changes.
• Optimize utilization across the consultant community.
• Support career progression for consultants.

Connaissances

Consulting

Project Management

Customer Service

Problem-solving

MS Office (Excel)

Certinia PS Cloud

Fluent English

Polish

Swedish

Formation

Bachelor's degree

Description du poste

Department

Professional Services

Employment Type

Permanent

Location

Maroc, Casablanca

Overview

Workforce Management acts as the business partner for our worldwide Professional Services organization and is responsible for workforce planning, analysis, and project staffing. It is the key contact for all matters related to the allocation of resources to projects. Through optimal allocation of resources, high responsiveness to ever-changing priorities, and effective reporting combined with goal‑oriented advice, we contribute to the success of our organization and act as a trusted business partner to the management team.

Responsibilities

Resource Management

• Manage capacity and allocate consultants to projects.
• Respond quickly to new resource requests from internal customers (Project Managers, Business Leads) and keep statuses updated in PSA.
• Achieve fast resolution by identifying and scheduling the right resource using the skills database, available data, and collaboration with colleagues.

Coordination and Communication

• Work closely with management stakeholders to assign consultants to projects.
• Stay aligned with Business Leads, Service Operations Managers, and Project Managers by communicating regularly, attending calls, and monitoring scope changes and priorities.
• Collect and update new project plans from Project Managers as needed and keep system data accurate.

Monitoring and Optimization

• Help the team achieve utilization goals by ensuring resources are fully engaged and identifying work to fill gaps.
• Use available reports to measure utilization and escalate to your manager if resources cannot be fully utilized.
• Track, monitor, and optimize utilization across the consultant community.
• Review and monitor overhead activities including PTO, training, administrative time, and bench time.

Collaboration and Continuous Improvement

• Work cross‑functionally with peers in other Lines of Business to support resource requests.
• Collect relevant facts for escalations in case of conflicts (multiple customers needing the same resource) and communicate to your manager.
• Partner with managers to support career progression for consultants, including allocation to prescribed training or job shadowing.
• Follow Workforce Management processes and recommend improvements when opportunities arise.

Skills, Knowledge & Expertise

You have a Bachelor’s degree and 3–6 years of experience in Consulting, Project Management, or ideally Workforce Management. You are fluent in English, with Polish or Swedish as a plus, and proficient in MS Office (especially Excel); experience with Certinia PS Cloud is an advantage.

You demonstrate strong customer service and problem‑solving skills, accuracy with data, and the ability to learn quickly. You thrive in a fast‑paced environment, manage multiple tasks effectively, and work collaboratively with peers. You understand business priorities, make sound decisions, and have a solid grasp of consulting fundamentals in a software environment.

Thank you for sending your CV in English.