IT Domain Manager

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy, and Jadlog. Leveraging its industry-specific expertise, Geopost is expanding its Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe, and is also developing temperature-controlled solutions for food and healthcare sectors. In a world of acceleration and transformation, Geopost engages with new e-commerce territories through ESW via Asendia, epicery, and Pourdebon.com.

With 57,000 employees, Geopost aims to make commerce more convenient, profitable, and sustainable for its customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its Net Zero roadmap, approved by the Science Based Targets initiative (SBTi), set for 2040.

Part of the La Poste group, Geopost generated €15.7 billion in revenue and delivered 2.1 billion parcels worldwide in 2023.

Job Overview

In a booming logistics sector and highly competitive ecosystem, your mission will be to develop, deploy, and maintain a subset of our IT Solution Portfolio of Digital solutions.

As a Domain Manager, you will be part of the Process & Group Solution Department and report to the Head of Delivery, who is responsible for the Marketing, Customer Service, and Communication Group Digital solutions.

You will manage and develop the “Customer Service” IT Domain, supporting Customer Care. This domain is centered around AI and Generative AI technologies, providing conversational solutions such as chatbots, voicebots, mailbots, and other customer self-service tools, along with internal and Customer Service operations solutions.

Job Description

You will oversee the delivery activity for several IT Solutions at the Project and Product levels, supervising related Product Managers and IT delivery teams.

Your initial goal will be to collaborate closely with the Group Customer Service department to create a transversal roadmap for various IT Product deliveries and to drive the implementation of these solutions, considering multiple dependencies. You will be responsible for ensuring the consistency and quality of features and enhancements delivered within your domain’s Products (what, when, how, why).

You will coordinate different IT stakeholders (development teams, support teams, etc.) and actively contribute to each product’s vision.

To succeed in your role, you will:

Gather and develop a deep understanding of Geopost’s logistics and E-Commerce environment.

Maintain a comprehensive view of Geopost’s IT portfolio.

Contribute to IT governance, strategic initiatives, continuous improvement, and innovation within the department.

Develop the strategy for your Domain, integrating Digital Customer Service Solutions within Geopost’s IT ecosystem and business capabilities.

Build strong relationships with cross-functional partners (Customer Service, Marketing, Operations, Subsidiaries, External and Internal Actors).

Collaborate with other Domain Managers to ensure solutions are consistent and aligned with IT architecture standards, considering the complex ecosystem and interdependencies to optimize time to market.

Manage multiple IT products/projects, including activities such as planning, roles & responsibilities, testing, coordination, communication, resource monitoring, and reporting. Support Product Managers in solution design, user stories, testing strategies, and validation. Support Roll-Out Managers in deploying solutions in Business Units. Ensure compliance with Cyber Security and GDPR standards. Maintain SLAs for application performance and resilience. Develop and communicate functional and technical roadmaps. Standardize product knowledge documentation. Report on activity, progress, usage, KPIs, and change management initiatives. Lead the transition to Agile and DevOps practices within your teams.

Technical Environment

Main in-house technologies include Java, Web, and Open Source solutions. External solutions like Salesforce are also supported. The technical framework involves:

• Languages: Python, Apex
• Servers/Hosting: Linux, Apache, Tomcat, Docker, K8s, Cloud Azure
• Kafka for real-time data streaming
• Tools and libraries for generative AI, NLP, NLU, open-source LLMs
• Other tools: JIRA

Profile & Skills Required

You have proven experience managing complex programs or projects in an international, multicultural environment. You possess a broad understanding of logistics, processes, and IT ecosystems, capable of seeing the big picture and operationally supporting project activities. You are familiar with IT project management practices, product lifecycle, and implementation methodologies (Agile, Waterfall). Your technical skills include:

• Strong IT/Digital knowledge, vision, and leadership (web technologies, Java, web services, databases)
• Ability to design pragmatic, effective solutions
• Good knowledge/experience in Salesforce ecosystem

Additional appreciated knowledge includes Customer Service processes and Design Thinking. Soft skills include being a self-starter, proactive, analytical, organized, and an effective communicator across stakeholders. You are a team player, comfortable navigating complex environments, hands-on, and customer-focused. Fluency in English and French is required, with a third language as a plus. Business travel (mostly in Europe, 2-3 days/month) is expected.