ICT Service Management Lead

  • Full-time
  • Department: Information Communication Technology (ICT)

Company Description

Tessenderlo Group is a diversified industrial group that focuses on agriculture, valorizing bio-residuals and providing industrial solutions. The group employs approximately 4,600 people, is a leader in most of its markets and recorded a consolidated revenue of 1.6 billion EUR in 2018. Tessenderlo Group is listed on Euronext Brussels and is part of Next 150 and BEL Mid indices. Financial News wires: Bloomberg: TESB BB – Reuters: TESB.BR – Datastream: B:Tes

Job Description

Your function:

  • You have a global role as ICT Service Management Lead for Tessenderlo Group. You report to the Senior VP ICT Group TG.
  • You oversee and manage the overall operations of the Service Desks to ensure that the Service Desks are fulfilling its business objectives.
  • You are responsible for managing a staff of engineers & technicians, responsible for supporting the end user computing environment within Tessenderlo Group. This includes but is not limited to client problem resolution, client computer IMACs, desktop infrastructure, software licensing compliance, and overseeing on-site PC vendors.
  • You are responsible for maintaining a close business relationship with clients, other infrastructure groups, help desk partner, and other vendors to ensure the effective operation of the computing environment.
  • You are the key ambassador & promotor of ICT, as a lean, agile & reliable, customer centric focused, services provider.

Duties and responsibilities

  • Manage the performance of services & support to internal clients and ensure that service levels are achieved and customer expectations are met or exceeded.
  • Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance and that standards and processes are followed to provide effective customer service and meet requirements.
  • Oversee 100% of the incidents, problems and requests.
  • Manage and coordinate urgent and complicated support issues.
  • Determine root cause of issues and communicate appropriately to internal customers.
  • Provide data and reporting of KPI’s and trends to IT department and others in regular updates.
  • Work to make the “Service Desk” the single source of truth and service delivery channel for IT.
  • Develop Service and Business Level Agreements to set expectations and measure performance.
  • Develop an effective and workable framework for managing and improving customer IT support in the organization.
  • Advise management on situations that may require additional client support or escalation
  • Train, coach and mentor Service Desk Engineers including career development.
  • Organize & monitor the Change Advisory Board meetings.
  • Implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships.
  • Collaborate with IT management to develop, enforce and document standards and procedures.
  • Functional Manager of the global Service Desk team, including on site engineers and support
  • People Manager for the Service Desk staff members, including on site engineers and support based in Belgium

Qualifications

  • Bachelor’s degree in computer science or related field, or relevant professional qualification or experience.
  • You have at least 10 years of relevant experience in an IT enterprise support role (infrastructure, applications, project management …) including 3+ years in Management with a majority of experience in End User Computing/Client Technologies ITIL or HDI certifications preferred.
  • You are fluent in English and in Dutch or French with a good working knowledge of the 2nd language.
  • You are willing to travel up to 25% of the time, mainly in Europe.
  • You have strong leadership skills.
  • You have outspoken communication and influencing skills.
  • Excellent analytical, problem solving, consulting and coaching skills.
  • You have excellent interpersonal and communication skills and ability to relate well with all levels of staff and management as well as stakeholders.
  • A good understanding of working with the business to align ICT solutions with business needs.
  • You work autonomously and you have a self-starter and proactive attitude.
  • You show commitment, perseverance and flexibility.
  • You must have experience supporting large corporate environments.
  • Solid understanding of business processes.
  • You have an excellent attention to detail.
  • You keep fully abreast of trends and changing technologies.
  • You demonstrate project management skills with a high level of emotional intelligence, involving projects associated with information technology.
  • Knowledge of desktop operating systems, applications software, networking theory, and desktop hardware. Experience automating desktop support environment.
  • You must understand the ITIL foundations in relation to service desk management and service desk ticketing processes.
  • Experience with LANDesk, Altiris, or SCCM a plus.
  • Experience managing assets and software licensing.
  • Experience in a SOX subjected environment is a plus.

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