We are hiring: senior operational services improvement officer
We are looking for a Senior Operational Services Improvement Officer to join our Le Comptoir - Service Delivery team within the Digital Working stream of IT Production.
The mission is to:
Deliver digital working devices and services to users
Ensure the quality of these devices and services
Support users in their digital working experience
Our goal is to provide users with the tools they need to collaborate digitally with ease, and to ensure satisfaction through technical and functional support both on-site and remotely.
Your role
As a Senior Operational Services Improvement Officer, you will play a key role in improving processes, increasing end-to-end ownership of services, and leading by example. You will be responsible for:
Monitoring & Performance Evaluation: Track and assess the performance of external suppliers, identify areas for improvement, and address issues that could impact service delivery.
Risk Management: Identify potential risks, assess their impact, and implement mitigation strategies.
Collaboration: Work with cross-functional teams to ensure alignment and effective communication.
Quality Assurance: Ensure that delivered products and services meet organizational standards.
Data Analysis & Optimization: Collect and analyze data to identify trends, opportunities for improvement, and potential cost reductions.
Training & Support: Coach and support stakeholders and suppliers to ensure understanding of organizational processes.
Process Improvement & Innovation: Identify opportunities to improve efficiency, reduce costs, enhance quality, and implement approved improvements.
Documentation & Compliance: Maintain process documentation (e.g., SOPs) to ensure consistency and compliance.
What we are looking for
Experience: Minimum 5 years in a large IT environment.
Technical Skills:
Mandatory: End-user tools (Hardware & software), Microsoft 365 suite
Preferred: Service management tools (ServiceNow), Asset Management database (CMDB/Ham), automation skills (Powerplatform)
Business Skills:
Mandatory: Agile mindset, strong organizational insight, familiarity with IT systems, project coordination experience
Preferred: Experience in support environments (helpdesk, field support)
Soft Skills: Strategic thinker with a structured, results-driven approach; strong decision-making, communication, and diplomacy; proactive and customer-oriented; team spirit
Languages: Working knowledge of English, French, and Dutch
Education: Bachelor's degree or equivalent experience
Work arrangement: Flexible: 100% or 80%, hybrid (50% on-site / 50% remote)
Why join us
This role offers the opportunity to make a tangible impact on service delivery, improve the digital working experience for thousands of users, and contribute to continuous innovation and process improvement in a dynamic, Agile environment.