Service Manager Workplace

The IT division supports information management, infrastructure and key business processes. The ICT infrastructure, hardware and applications are absolutely mission-critical for almost all internal and external activities.

Introduction

Can you manage the operational and tactical End-to-End services of our Workplace Services? We are looking for an Service Manager with a proven track record in the Workplace area, with significant share of Telecom experience. Do you have the right set of skills? We would like to talk to you.

Job Mission

You are responsible for the operational delivery of our current telecom services. You will manage the operation with our external vendors and internal stakeholders.
Job Description
As Service Manager Workplace Services, you are a member of the IT Workplace services support organization. You are responsible for the End-to-End delivery of our current services, with significant focus on Telecom. These are mostly outsourced services by our external vendors. You will manage these services via contractual agreements and a no-nonsense based mentality.
You represent the IT Workplace Services support organization for a part of the IT services portfolio towards our internal customers. Besides this your role includes:

• Creation of monthly service reporting and discuss these with the internal customers and our Delivery Managers;

• Service Improvement and life cycle management activities of your services are important aspects;

• Customer Satisfaction and operational excellence are your main focus areas;

Requested Skills

• Bachelor level Information Technology or similar;

• 5 years relevant working experience as Service Manager, with significant share of Telecom experience;

• A strong focus on quality and act according agreements is a must;

• Experience with ITIL Service Support and Service Delivery processes is a must;

• Strong operational management and stakeholder skills;

• (Financial) management of outsourced contracts and vendor management.

Personal skills

• Creativity when handling problems independently;

• Be customer focused in the delivery of your services;

• Influencing without power;

• Team-player;

• Planning & prioritizing;

• Strong inner drive and precise;

• Act according agreements made;

• Good communication skills and good knowledge of the English language;

• Think in possibilities and delivery

Context of the position

A sub-department within the IT organization is the Competence Center Operations & infrastructure (O&I). This Competence Center provides all IT support services. This includes generic IT infrastructure services like laptops and desktops, telecom services, network and datacenters for which we ensure that these services are running in an optimal way and we look at innovating the services. We also support the IT applications.

You will report to a Delivery Manager workplace Services within the IT Workplace services support organization. Besides interfacing with your fellow colleagues in IT Workplace services Telecom support organization you will also interface with the other service- and delivery managers.