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Customer Service Delivery Manager (m/f) _ ingevuld

Team Management (30 p) - experience with setting up a 2nd line support organization

Online sinds
9/06/2016

Company

The company is a global leader in TV Broadcasting and Planning Solutions. Their broadcast management software is the worldwide reference in its field and is the most advanced solution for streamlining workflows and optimizing the core operations processes of a.o. television stations and on-demand service providers.

Not only they implement and tailor the software suite in a way that meets their customer’s business objectives and support the effective use of it, they also continue developing the product in line with the evolving needs of the customers and the media industry.

The company employs 120 people in Belgium. Today they are looking for an experienced Customer Service Delivery Manager to reinforce their team.

The function

As the Customer Service Manager, you will manage, support and develop the Customer Service team (partially located offshore), and the other team members (Implementers, Report Developers and Technical Writers). The entire team consist of 30 persons, of which 4 Team Leaders report directly tou you.

Besides managing the Team Leaders, your focus will be mainly on the Customer Service team that
- provides Second Line support to the Key Users and administrators,
- participates in the functional and quality (user) testing of new functionalities, modules and upgrades for the customers
- gives user training onsite across the globe.
Beside the Customer Service team, you also provide support to the other team.

Thanks to your client focus and sound experience in service management, you will bring - together with the team -  the customer service to a quality level that is in line with the business requirements and key stakeholders.

You understand and satisfy the customers' requirements, you are in charge of the quality delivered to the customers and you ensure that the service organization fully satisfies the customers' needs, and aim at exceeding their expectation.

Reporting to the CEO, your responsibilities include:

·       Manage the customer service within the agreed service hours, SLA's and KPI's.

·       Ensure service procedures are in place for a correct management of incidents

·       Proactively manage the effectiveness and efficiency of the team, service delivery and related processes.

·       Suggest and implement continuous improvements on processes and tools to drive operational efficiencies, based on sound analysis and reporting

·       Manage change.

·       Hire, motivate, coach, and develop team members, define priorities and objectives, follow up progress and achievements in order to build a qualified, customer focused, competent and motivated support team

·       Maintain a good collaboration with the portfolio and project manager

Your profile

- You have a master degree in IT
-
You are above all an enthusiastic, motivated and dedicated leader, with a self-supportive attitude and a real service mindset.
- You demonstrate strong service, people and change management skills in a business application environment.
- You are decisive; you 'act' when necessary
- You come with sound methodological baggage and strong analytical skills (ITIL; setting up a 2nd line support organization; external and internal SLA’s …).
- You are a born communicator able to convince, connect with all stakeholders (and the rest of the organization), and gain impact on the situation.

Offer
- Full remuneration package including company car, meal vouchers, health insurance, attractive bonus plan, etc.
- Freedom and responsibilities in the company and your function.
- Excellent work-life balance (flexitime and 'flexi office'; extra days off; regular fun activities with colleagues)

Does this appeal to you?

Please send your résumé and motivation letter to : catherine.dewulf@ICT-Connecting.com

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