Europe IT Service Desk Lead

il y a 2 semaines

OttigniesLouvainlaNeuve, Belgique Carmeuse Lime & Stone Temps plein

As an IT Services Manager you will be responsible for optimal delivery of all our IT services across the EMEA region (IT Support, IT Service Management process etc.). You will be part of the IT Operations & Services delivery area within the Technology Group function. You will team with Americas IT Services Manager and ensure global alignment and coordination of the service delivery (standardize, consolidate, optimize, reporting etc.)

**Your Responsabilities**:

- You are the IT Operations services delivery representant (SPOC) for the regional area you are activating in
- You drive & lead the day-to-day IT operations activities related to your assigned geographical area
- You perform any IT operational activity required to support, solve, or facilitate resolution of any IT-related malfunction of the systems, platforms, or processes
- You ensure Carmeuse IT Systems and Platforms are up and running in a timely manner, through proper coordination of the activities and collaboration with the IT Service Desk team and other support groups
- You perform tracking and reporting activities, through creation of daily/weekly/monthly IT-related reports or based on the IT & Business needs
- You gather, assess, analyze, and propose ideas and/or solutions to improve IT operational processes and ways of working
- You have an active role in the standardization of processes and ways of working (at a global level) by partnering with the other Service Delivery Leads and IT Leadership
- You ensure IT Service Desk Team has at its disposal the necessary tools and processes to perform their day-to-day activities
- You are involved and/or coordinate any IT Service Management related activities
- You contribute and help document IT Operations related procedures and/or policies at regional and global level (ITSM Processes, How to Guides etc.)
- You deliver training activities for IT Service Desk or other IT teams (regional or global)
- You perform IT Communications within IT area and at company level, having previous alignment with IT / Business Leadership and/or stakeholders (e.g., IT Outages, IT Changes etc.).

**_User (Employee) Experience Activities _**
- You ensure excellent, efficient, and effective user experience, at every interaction with IT
- You ensure and owns end-to-end resolution of IT cases within agreed SLAs & KPIs, through engaging, coordinating and/or performing the necessary actions
- You represent and support IT Service Desk team members, as being the 'face of IT' for any incoming requests, improvement suggestions, complaints, or escalations
- You partner with business (e.g., HR, Employee Experience etc.) to support, help and/or co-create best-in-class IT user journeys
- You represent IT within your area by constantly engaging with regional stakeholders, through predefined and ad-hoc discussions.

**_Field Services Activities _**
- You coordinate and/or operate any local IT activity requiring physical presence in the region you're activating in, with prior agreement of when the activities can be performed
- You represent and be the face of IT in our Carmeuse locations (based on the region the technician is activating)
- You drive and support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment.

**Your profile**:
**_Basic Requirements _**
- Must Have _
- Bachelor’s degree from an IT / Technology related University and +3y of IT Services Delivery / IT Operations Support
- Minimum of 5y experience in IT Services Delivery / IT Operations Support (SLA/KPI based delivery, 24/7 support understanding, remote & on-site support setup, tracking & reporting, service review presentations, service delivery effectiveness etc.)
- 2 years of coordination / people management activities
- 2 years’ experience working in a global enterprise setup, with cross-functional operating model
- 2 years’ experience working in an international & diverse cultural business environment (Americas, EMEA)
- Languages: English (min. C1), Romanian (min. C1 or Native).
- Nice to Have _
- Working experience or exposure to industrial / manufacturing companies.

**_Needed Knowledge _**
- Very Good (towards Excellent) understanding of generic IT & Technology concepts (Networking, Cloud Computing, Infrastructure etc.)
- Good understanding (towards Very Good) of OT concepts
- Very Good (towards Excellent) understanding of ITSM Framework (ITIL)
- Good understanding of UX field & concepts (end-user & employee)
- Business Acumen (good understanding of the core business for which IT is being an enabler).

**_Needed Skills _**
- Excellent levels customer handling skills
- High levels of empathy towards the user ("walk in the user's shoes")
- Leadership ('Lead by Example' mentality)
- Time Management
- Team Work & Work Ethic
- Critical Thinking & Problem-Solving
- Analytical Thinking & Synthesis Capacity
- Holistic Overview & Observation Spirit
- Technical Writing
- Curiosit

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