IT Service and Support Operations Manager
il y a 2 semaines
We want Umicore to be a leader in providing and creating material based solutions that contribute to fundamental improvements for people all over the world. And we do that by focusing on three areas: recycling, electrification and clean air. Energised by our collective determination and individual ambitions, Umicore is creating a more sustainable world for future generations. This is challenging and important work. And it is something we are achieving together.
Our teams are at the cutting edge of materials science, chemistry and metallurgy. We have room for operators to work in our state-of-the-art production processes. Our support teams play a critical role in supporting the business growth. Managers at Umicore work on projects that are as exciting as they are challenging. R&D experts develop the technologies that address issues from clean mobility to resource scarcity.
As anyone at Umicore will tell you, this is a place where you can build a dynamic career. As a growing, future-facing business, we offer a workplace where the scale of our work, the scope of our talent and the range of our opportunities grow with us, giving you the chance to contribute to a variety of exciting work. We understand how important this is to the committed individuals we need in our teams to realise our ambitions. Join us and you can look forward to working in a challenging, stimulating and rewarding environment Job description The IT Service and Support Operations Manager is responsible for the day-to-day operational management of all end user computing support services for Belgium and several European locations.
You will act as the go-to technical subject matter expert on various standard and non-standard end user configurations, in the admin area, lab and production environments. On the system side, you will employ considerable technical skills and act as local escalation point and solution expert for customer's IT needs, with a strong focus on our production environment.
You will ensure Service Delivery is in accordance with agreed SLAs and in line with customer expectations and management guidelines. You will play a key role in achieving operational excellence and end user satisfaction in all aspects of the on-site support activities and infrastructure.
On the people side, you will provide guidance and coordination to a team of technical engineers and overseas managed service providers. You will supervise the activities of suppliers and manage a small team of internal Umicore staff active in 1st and 2nd line on-site user support.
Responsibilities include:
- L2 and L3 support
- escalation point for users and IT service providers
- complaint handling
- ensuring adherence to globally defined standards, processes and procedures
- analyse, advise and setup end user configurations in production environment
- leading small projects
- Bachelor of applied IT, Master in IT or computer science, …
- Minimum 5 years’ experience as senior end user computing L2 or L3 support
- Hands-on technical skills and experience in production environments
- Fluent writing and speaking in English and Dutch
- Strong leadership skills, analytical thinking, problem-solving ability and drive for innovation and change
- Very strong organizing, planning and coordination skills
- Mature, confident, assertive and dynamic personality, with excellent interpersonal and communication skills
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