Service Operations Lead

Would you like to contribute positively to a** sustainable world** through **Earth observation data** and services?

**VITO's Remote Sensing unit** processes petabytes of Earth observation data. We specialise in offering services from the extraction of information from huge amounts of incoming images. Our users worldwide need this information in all kinds of thematic domains: from climate research to land use, civil infrastructure, agriculture, water management and natural capital management.

As a dynamic and motivated **Service Operations Lead**, you will be the driving force in an ecosystem of remote sensing platforms. In this, we provide customer-oriented and innovative solutions using drones, over air to satellite data for the sustainability of society. Together with the** team**, you will bear responsibility for assigned work packages. You work with the internal teams on the one hand and consortium partners, subcontractors and commercial customers on the other. Together with the team, you translate project requirements into efficient and operational services.

You will be part of a talented, dedicated team working in a fast-paced, challenging and **international environment** with the **European Commission** and **ESA** as key stakeholders. In this role, you will be at the forefront of everything happening in the world of European Earth observation in support of future sustainability developments for a broad public, industry, public sector and universities.

**Your responsibilities**:

- You are responsible for managing operational services of VITO Remote Sensing drone & satellite platforms
- You are responsible for the management of service desk and operations teams
- You ensure continuous improvement of processes, user documentation and manage web portal updates
- You follow up the roll-out of new workflows and functionalities as well as the imposed SLAs and corresponding KPIs
- You are responsible for organising user trainings and user reviews, in cooperation with partners
- You keep up-to-date with novelties at VITO and the evolving remote sensing and IT world.
- You have a Master's degree in a technical or scientific field or equivalent through experience
- You already have several years of relevant experience in service management in an international context
- You already have an understanding or significant interest in geospatial data processing and analysis tools: GIS and scripting
- Knowledge of service desk tooling (Zendesk, JIRA Service Desk,...) and processes is a plus
- You have a hands-on mentality and excellent communication skills, you are self-managing and enjoy working in a team
- You have an excellent command of English; knowledge of Dutch is a plus.

**Offer**
- We work 'activity-based', our activities bring us to our location. Our headquarter is in Mol. Part-time working from home or a satellite office in Antwerp-Berchem, Ghent or Ostend is possible.
- A competitive salary with a range of benefits, including allowances, insurance and a modular package of holidays.
- Innovation is our asset, so it goes without saying that we give our employees the opportunity to take additional training courses and stay up-to-date in their field. You will always have the opportunity to broaden your knowledge and discover new technologies.
- You will have the opportunity to be part of an organization with an international reputation, known for its cutting-edge technological research and scientific consultancy.
- Moreover, we highly value a good **work-life balance** at VITO This is achieved by adopting a flexible attitude depending on your specific needs.