Service Delivery Manager with Digital Services experience

工作内容

Intro

With the final shutdown of our nuclear reactors on the doorstep, followed by the decommissioning & dismantling phase, the IT department of the Business Unit Nuclear is facing major challenges.

Description

The BU NUC Service Lead Digital Workplace directs the various service activities required to deliver the final Digital Workplace Service to the NUC staff. He does this by functionally managing teams internally at IT Nuclear, at strategic partner ENGIE IT and other subcontractors. He monitors the IT demand process and resolves non-standard requests and complaints coming from the business. He develops programmes and procedures to improve the performance of BU NUC Digital Workplace service.

The Digital Workplace Service considers :
About 3.000 workplaces: laptops, desktops, tablets, ...
About 3.000 End Users
Identity & Access Management (AD)
Print services
Mobile and fixed telephony
Mail, Teams, ...
Specific telecom services: beepers, broadcast systems, ...
Helpdesk and proximity services
NUC off-the-shelf business applications: Autocad, Eplan, Lims, Power BI, ...
...

Main Tasks

He/ehe ensures that BU NUC End Users are satisfied ( >80%)
He/she functionally manage the concerned delivery teams internally at IT Nuclear, at strategic partner ENGIE IT and other subcontractors
He/she coordinates between the different service delivery team
He/she monitors the quality, volumes and the cost of the BU NUC Digital Workplace Service
He trains the LBFA community to perfectly apply the BU NUC Digital Workplace Catalogue within the demand process and to assist him/her in the monitoring of the quality, volumes and cost of the Digital Workplace Service
He/she ensures that all BU NUC policies are followed.
He/she reviews and resolves escalations
He/she develops and execute programmes and procedures to improve the performance of BU NUC Digital Workplace service.
He/she is responsible for End User Adoption and communication.
He/she prepares the NUC IT Committees and the Steering Committees with ENGIE IT
He/she act as project Manager for the smaller Digital Workplace projects (e.g. AIP roll-out, setting up IT consumption reporting, ...)

Skills

Team player, able to work in a collaborative way.
Able to work independently, takes initiative and has a problem solving focus.
Analytic skills (what’s best for the company, process, users).
Quality Minded
Good relationship skills
Good documentation skills
Good communication skills
Vast experience in End User Services
Clear understanding of the profession
Strategic vision
Aware of the stakes
High regard for procedure
Understanding of the market
A synthetic mind

Prerequisites

Master’s degree or equivalent through experience
Trilingual English-French-Dutch
5 to 8 years of experience in End User Services preferably in Utilities / Energy / Nuclear
BE NSA Security Clearance level SECRET (or will obtain this in the near future)