IT ServiceDesk and Service Delivery Manager

Jobinhalt

At Larcier-Intersentia, we enable knowledge. With software, online databases, books, journals and trainings. We are embarking on a thrilling journey towards the future of information, supported by a strong international group, and vast investments in new technologies. To support us on this growth path, we are looking for dynamic people to strengthen our team.

Your role

We are currently seeking a versatile IT professional to fill the combined role of ServiceDesk and Service Delivery Manager. This position requires a candidate with strong communication skills, proven background in end-user support, desktop computing and application support coupled with the ability to oversee the efficient delivery of IT services.

The successful candidate will be leading the IT operations team, working as a level-2 ServiceDesk technician managing operational incidents and requests. The role as Service Delivery Manager will require a broad skill-set including technician knowledge, managing and implementing structural improvements in the IT services and developing new services to support the goals of the organization.

ServiceDesk:

• Provide end-user support, advise and training relating to Microsoft and Adobe products.
• Manage and maintain the organizations end-user infrastructure ensuring optimal performance, availability, and security.
• Implement and manage operating systems and application software upgrades, patching, and asset configuration.
• Monitor performance and availability and provide timely issue resolution.
• Collaborate with IT teams to implement technology solutions aligned with business objectives.
• Conduct regular audits to ensure compliance with policies and procedures.
• Ensure that manual processes are automated using tooling such as InTune, AutoPilot and PowerShell.

Service Delivery Management:

• Develop and implement service delivery strategies to support organizational goals.
• Oversee end-to-end delivery of IT services, ensuring high customer satisfaction.
• Define and monitor service level agreements (SLAs) and key performance indicators (KPIs).
• Identify opportunities for service improvement and efficiency gains.
• Collaborate with cross-functional teams to resolve service-related issues and optimize workflows.
• Conduct regular service reviews with stakeholders.
• Manage IT projects, steering both internal and external teams.

Documentation and Reporting:

• Maintain accurate documentation of ServiceDesk procedure, work-instructions, and service delivery processes.
• Generate regular reports on ServiceDesk performance, service delivery metrics, and operational indicators.
• Provide insights and recommendations based on data analysis.

Your profile

• Proven experience in IT service management and operational ServiceDesk (at least 5 years) and some experience of managing an IT operations team.
• Previous experience in a Service Delivery Management role with focus on customer satisfaction is a must.
• Microsoft O365 administration, Windows 11 or Active Directory administration certifications.
• Proven experience in Windows 10 and 11, Office 365, Microsoft InTune and AD and GPO management.
• Knowledge of content and publishing software such as Adobe InCopy or InDesign is nice to have.
• Experience with cloud computing platforms, for example Azure or AWS.
• Knowledge and experience of ITIL and IT Service Management principles.
• Familiarity with IT security best practices.
• Excellent communication, interpersonal, and critical thinking skills.
• Languages: English, French and/or Dutch.

Our offer

• A work environment that offers you plenty of opportunities to innovate and grow, to demonstrate your full potential and to have an impact.
• An inspiring culture that puts people first, is positive, collaborative & creative.
• You will work in a flexible and agile environment where interaction is key.
• A good work-life balance with hybrid working, flexible schedules and even the possibility to choose for a 5 or 4-day workweek.
• An attractive salary and additional benefits adapted to your level of experience (company car, meal vouchers, full package of insurances, 34 days off, homeworking allowance, …)

Interested? Apply now and send an email with your cv to jobs@larcier-intersentia.be