Service Delivery Manager

Robert Half is currently recruiting a Service Delivery Manager in the region of Mechelen. In this internal position at Group level, you will focus on all services related to Infrastructure and Collaboration.

Our client is a major player in its market delivering products and services globally.

The scope of responsibilities for this job include:

• You report to the Group IT Director;
• You organise the service desk and support operations for the groupwide technologies in close collaboration with the local ICT managers;
• You define standards for all basic ICT technology (network, telephony, workstations, end-point security, software distribution, …) in close collaboration with internal and external specialist;
• You ensure that all service desk teams, no matter where a staff member is located, carries out his/her tasks according to the service desk process standards;
• You manage the implementation of basic ICT technology (network, telephony, workstations, end-point security, software distribution, …) in close collaboration with the local ICT departments;
• You ensure customer service is timely and accurate on a daily basis;
• You support and are involved in the recruitment, training and supporting professionalism of the help desk representative and technician teams;
• You set specific customer service standards for the groupwide technologies;
• You establish best practices through the entire technical support process for the groupwide technologies.
• You follow up with (internal) customers to identify areas of improvement;
• You develop daily, weekly and monthly reports on help desk and infrastructure team’s productivity;
• You ensure all basic ICT technology is respecting SLA’s defined (or non-defined);
• You assure incidents are solved and problems are identified and investigated;
• You install and manage a monitoring system for all business-critical ICT components in order to reduce time between incident occurrence and start of the incident solving process.

The requested qualifications for this job include:

• 10 years plus experience of working in a Service Delivery function;
• Ideally (but not a must) in a significantly sized organisation supporting 2000+ networked PCs preferable in an international environment;
• Ability to use initiative and diagnose some users’ problems without referral;
• Good level of technical skills, troubleshooting basic ICT infrastructure issues with hardware, software & networking;
• Experienced with management of highly technical staff as system engineers;
• Experience with technology selections tracks in the ICT domain;
• Good inter-personal skills: diplomatic and able to inspire user confidence;
• Thorough, professional approach.

Our client is offering:

• A unique job opportunity at the very heart of a major international Group;
• An entrepreneurial company culture where initiative is highly appreciated and valued;
• The opportunity to take full ownership of Service Delivery Infra & Collaboration in a company striving for a healthier future;
• The position is officially based at headquarters but can also be performed based from a home office set-up, given the nature of the tasks and context (very international);
• A competitive salary package including all extra-legal benefits such as bonus, company car, insurance package, net allowances, etc.

Are you interested in this challenging position? Apply today with your resume and reference number 11923781.

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