Group IT Operations Manager
As IT Operations Manager you are part of the Group IT Management Team, and you will take responsibility to mature or design processes, tools, and the organisational setup to streamline the support activities in an efficient manner, whilst keeping ITIL best practices in mind. You will handle coaching and guiding of the group support staff and you will have to ensure all users and departments receive adequate and qualitative support on time. You will be the single point of contact in case of service disrupting incidents and take care of communication towards all involved stakeholders during and after the incident, including C-levels if required. You will take the lead in transforming the support department into a customer first approach way of working.
The IT Operations Manager will work in close collaboration with the Group IT Infrastructure and Security Manager and the Group Applications Manager, as they all share the same objective which is making sure the Group IT environment is ready to support our current and future growth plans.
What do we expect from you?
Tasks & Responsibilities
Define the strategy and governance around incidents and service requests. This includes but is not limited to steering the creation of knowledge base articles, structure support related documentation and creation of end-user manuals.
Take the role of Major Incident Manager, in case of P1 (Priority 1) and/or P2 (Priority 2) incidents. You will take the lead from intake to closure, including communication and learnings.
Evaluate and define the structure and strategy for our support resources (both internal and external). Whenever there is possibility to rationalize and optimize our staffing, its expected from our Group IT Operations Manager to determine and execute the needed changes.
Foster positive end-user relationships and drive customer satisfaction. Analyse, combine, and use feedback from customer satisfaction surveys to increase the overall received CSAT scores.
Take ownership of the IT ticketing tool, evaluate, and adapt process flows and reporting when needed. You will use this tool to work on SLA and KPI management based on the requirements of the company.
Follow-up on open incidents and service requests to ensure they are handled and resolved in a qualitative and prompt manner. You will also check the overall ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Evaluation of all support requests to find, document and present required changes to the IT Management Team.
Mentor and guide our first- and second-line IT staff to further mature and develop their strengths. You will analyse their performance on a regular basis.
Ensure a balanced distribution of the workload of the helpdesk staff and a permanent presence during working hours.
Anticipate the technological evolutions and roadmaps and analyse market developments suitability for the stow Group environment and match them to our IT support strategy.
Perform intake of requests for new hardware (new hires, hardware refreshes, etc.), analyse demands, order, and follow-up on delivery of the equipment. You must forecast what is needed by when, to be able to have adequate stock to avoid delays in deployment of end-user equipment.
Handle all license management for software on end-user devices and combine and rationalize our software portfolio as much as possible. Interact with our software partner to search for continuous improvement to lower and standardize our software pool.
Bachelor or master’s degree.
5 or more years of relevant experience in a similar role.
Great blend of creative and technical ability is necessary.
Solid and broad technical background with an ability to give instructions to a non-technical audience.
Customer-service oriented with a problem-solving attitude.
Proactive mindset and excellent capabilities to spot opportunities to help the business or the improve our support flows.
Strong customer service orientation (“Customer first” mindset).
Ability to work with demanding users in a fast-moving environment.
Flexible, positive, and open minded.
Excellent communication skills. Comfortable presenting for a large audience and for diverse levels of seniority.
Enthusiastic to work in an international environment, embracing diverse cultures and countries.
Able and eager to learn and evolve your skills.
Driven and enthusiastic team player, who loves to take initiatives.
Fluent in English.
Job complexity and challenges
Works in a matrix organisation, where all stakeholders, using the technology in place will need to be aligned, putting the best interest of the company as your primary goal. Understanding cultural differences, as well as respecting local regulations is a key complexity to consider.
Works under supervision of the Group IT Director, though requires a self-employed, pragmatic and “can do” work behaviour.
Works in a multi-cultural environment with diverse business maturity levels.
Works in a lean and optimised IT environment in constant evolution to face the change required by the new acquisitions and the business growth environment.
Travel might be needed (Estimated rate: 20%) to supply installations, guidance, and support.
What do we offer you?
An attractive salary based in an international environment.