Team Manager - Service Center Tech

Telenet Business? SME LE? The name actually says it all: we make a difference for companies, organizations and governments. How? By making the digital world accessible to them. We enable them to keep up with digitalization and stay one step ahead of their competition. We offer professional - from Internet via digital TV to mobile & fixed telephony - and digital solutions with impact. Yes, we also know our way around IT: hosting, camera surveillance, building access control, etc.

Are you a true people leader pur sang and do you carry the customer very highly? Then you are the one we are looking for! Within SME LE Service Center Tech, we are looking for a Team Manager who is passionate about the vision "Determined to Delight the Customer" and who will work with the assigned teams to strive for the best possible customer service and results.

Tasks

• Ultimately responsible for the results and optimal operation of the SME/LE Service Center Tech department, and ensure optimal utilization of resources.
• Translate the overall Telenet Business strategy into a clear plan for your teams.
• Support executives on both process and technical issues by organizing regular one-to-one meetings and leading meetings.
• Responsible for the training plan of new and existing employees.
• Identify, assign and/or financially secure team priorities and/or projects.
• Define group and individual goals, take responsibility of SLAs and KPIs of the Technical teams and adjust as needed. Service Levels, lead times as well as WIP are very important.
• Draft and lead various departmental projects; question "as is," formulate and help install "to be" proposals by adjusting procedures, processes and systems to improve and increase service quality and efficiency.
• Make operational arrangements with support departments. Here the focus is on particularly close cooperation with all SME/LE channels.
• Responsible for the reporting of the department. Hereby you analyze and interpret the trend and take necessary actions for adjustment. You report proactively and present structural issues as well as their impact (both team and customer impact) on a weekly basis.
• Manage, understand, control and question costs as a function of improved productivity and profitability by turning areas of concern into action plans. Make necessary decisions and or trade-offs in consultation with stakeholders. Encourage smart and efficient use of resources and ensure that the right people are deployed.

Internal and external contacts - hierarchical position.

• Has close contact within SME LE with the other SME LE Service Center departments, Operational Business Support, Incident Management, Delivery, TIO, Service Management as well as customers and partners such as Unit-T and others.
• Directly manages about 3 Team Leads and indirectly about 40 employees.
• Reports to the Team Manager SME LE Service Center.

Profile

Education and experience level

• University degree or equivalent by experience.
• At least 5 years of experience in a managerial position. If you have already managed executives, that is definitely an asset.
• Stress resistant; able to set (changing) priorities and act on them (or have them acted upon).
• Empathic and driven people manager; you have a true "can do" mentality and you are able to unite a team and get behind a common goal. You have the right level of sensitivity in working with people facing change and guide them in understanding and implementing the vision you communicate.
• You are driven by managing and improving processes.
• Strong in coaching people leaders and focusing on employee development and well-being.
• Extremely customer and solution-oriented.
• Smooth personality & good communicator.
• Good knowledge of telecom and ICT in the professional market.
• Team player and -changer
• Analytical and positive driven personality.
• Good written and spoken knowledge of Dutch, French and English