IT Cluster Lead

il y a 4 heures

Brussels, Belgique Serco Europe Temps plein

Job Introduction

Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Brussels and across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service
- To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

**We’re looking for a IT Cluster Lead / Project Delivery Manager** **, to reinforce the team in our Brussels office**

**We look forward to meeting you Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.**

Main Responsibilities

The IT Cluster Lead is a key position that supplements the Think, Build, Run positions who deliver to the Europe Business Unit.

Following the creation of the UK&E IT/MyTech, it has been identified that we will need 4 roles to sit dedicated to Europe in each of our clusters. This is due to the specific structure of the BU, geographical footprint and different languages spoken by our teams.

Each Cluster IT Lead will be responsible for their country cluster, There will be a need to work with the MyTech team across the Division also to ensure continuous improvement and alignment.

The Cluster IT Lead will need to own, follow-up and deliver any escalations.

This role will dually report into the UK&E IT/MyTech team, along with the EU Digital Transformation Director.

The Cluster IT Lead is accountable for the below in their cluster:

- Customer Satisfaction of the Cluster Business
- The escalation and monitoring of open tickets
- The maintenance, re-ordering, and stock of equipment
- Ordering of equipment
- Ad-hoc tasks e.g., configurations of meeting room technology
- Office moves and adaptations to IT
- Testing of new processes and ways of working
- Manage Local IT Suppliers
- On top of the above, they responsible for either ‘Think, Run, Build’ according to the MyTech organisation_
- This is primarily a customer relationship role based on successful delivery of services. In order to excel in role, it requires excellent stakeholder management skills, with a proven ability to develop and manage difficult complex stakeholder relationship at all levels
- Exception experience of operationally managing IT Services, Project Management, leading teams in the achievement of service level targets and providing a customer focused integrated set of services.
- Experience of managing and improving third party service providers' performance
- Experience of successfully driving service transition and integration activities
- Experience of managing expectations in a challenging environment
- Track record of accurately reporting performance against KPI's and produce value add management information to support decision making
- Excellent problem-solving skills, identifying critical issues and pushing creative thinking beyond the boundaries of existing practices
- A quality focus with a strong attention to detail
- Experience and knowledge of PCI DSS and GDPR controls and the processes required to sustain compliance
- Proven track record of transitioning new services into support ensuring that support processes, knowledge transfer and expectations have been completed
- Experience of developing and monitoring SLA's and KPI performance metrics to ensure that the IT Service can be quantified and measured
- Experience of working in complex matrix organisation in a senior service management role
- Thorough understanding of all ITIL and Serco SIAM functions, processes and capabilities

Experience of working in 1 or more of the following sectors is essential:

- Home Affairs
- Defence
- Public Sector
- Private Sector
- Transport
- Leisure
- Health**Important**

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

**_Data Protection:_**
- When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request._
- You may submit a written request revoking your consent to this agreement at any time._

About The Company**Why should you join Serco ?**

At Serco not only is the nature

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