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