Group Information Services (GIS) is responsible for the design, implementation and continued delivery of ICT-solutions and services in Tata Steel, which contribute to continual improvement of the company’s sustainability and profitability.
The candidate will operate in Service Delivery with a focus on providing accurate, comprehensible, targeted and timely information to both internal and external stakeholders on all relevant matters relating to the day-to-day service provision.
Produce and publish monthly Service Review report for Business and IT Senior management
Review and enhance Major Incident Reports for distribution to stakeholders in the Tata Steel business.
Advise and actively support GIS departments and ITIL Process Managers with communications to end users / stakeholders regarding e.g. High Impact + Major Incidents, High Priority Problems by drawing up and sending communications using the standard Tata Steel styles and templates
Develop and implement a lean approach for communicating to users regarding overdue incidents/requests.
Design, develop and implement a modern IT Communications presence using available technologies (Yammer, Lync, Intranet (SAP Portal, SharePoint Online), Email).
Develop and implement a communications plan to increase business users' knowledge/awareness on how to best obtain support from GIS (Service Desk IT, Web Request System, GIS Intranet, MyO365, Telefoongids)
Develop and implement an approach and the mechanisms for performing regular Customer Satisfaction Surveys
Document new/changed working practices and train staff in new/changed ways of working
Enhance existing communications protocols.
Minimal 3 years’ experience working in a communications role
Demonstrable experience in leveraging social media (preferably Yammer) for communications and connecting with customers
Excellent written and verbal communication skills in both English and Dutch
Collaborative and customer-first attitude
Experience working in a customer-facing role in an IT Service Management organisation is an advantage
Bachelor / HBO-level higher education
Knowledge of processes and technologies of IT operations (ITIL V3 Foundation or higher) is preferable
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