Are you an experienced IT leader with a passion for operational excellence and service management? We are looking for a Teamlead - IT Service Quality and Support to join a leading global professional services firm. In this high-impact role, you will lead a multidisciplinary team combining IT Helpdesk and IT Service Management (ITSM) functions. You will be the driving force behind a culture of accountability and continuous improvement, ensuring technology delivery aligns perfectly with the strategic digital goals of the organization.
your tasks
* Team Leadership: Lead and manage the Service Quality and Support team, fostering a culture of professional growth and high performance.
* Operational Excellence: Oversee service performance, service transition, and service design initiatives to enhance the overall user experience.
* Strategic Governance: Develop and implement strategies, policies, and processes to elevate IT service quality standards across the organization.
* KPI & SLA Management: Establish and monitor KPIs to track service delivery and manage relationships with external vendors to ensure strict SLA compliance.
* Incident & Recovery: Ensure robust incident management and comprehensive disaster recovery planning are in place.
* Budget & Resource Management: Participate in yearly budget cycles and optimize resource allocation to achieve maximum efficiency and cost-effectiveness.
* Stakeholder Advisory: Provide expert guidance to the CIO and other key leadership members on IT service quality and support matters.
your profile
* Experience: Proven track record in IT Service Management (ITSM) and Support, ideally in a leadership role within a large-scale corporate environment.
* Strategic Execution: Strong ability to develop and execute tactical plans for service improvement and team development.
* Financial Literacy: Experience with budget management and optimizing resources within an IT context.
* Soft Skills: Demonstrates high levels of autonomy, initiative, and professional rigor. Excellent communication and interpersonal skills are essential.
* Languages: Fluency in English (written and spoken) is mandatory. Proficiency in Dutch or French is required.
* Mobility: Willingness to work onsite at the headquarters (Region Diegem) at least 2 days a week, with openness to occasional international travel.
* Freelance