The Service Manager / Team Leader is responsible for leading an IT support team dedicated to ensuring the stability, security, and efficiency of an engineering IT environment. This role combines team leadership, service management, operational excellence, and stakeholder coordination to deliver a high-quality support experience for endusers.
The team supports and maintains critical IT services enabling engineering work, including:
* Active Directory domain management for engineering workstations
* Packaging, installing, and deploying applications and software licenses used by teams of engineers
* Managing technical filesystems and storage environments for engineering data
* Troubleshooting and resolving user issues related to engineering tools, workstations, and environments
* Lifecycle activities related to the environment (upgrade of operating systems major versions, coordination of release for major software upgrade)
Job description:
* Organize and coordinate daily team activities, workloads, and priorities.
* Ensure smooth handling of incidents, service requests, and change activities via ServiceNow or equivalent ITSM platforms.
* Define, implement, and continuously improve operational processes and workflows.
* Analyse processes, improve team processes, define new flows
* Maintain service continuity, ownership, and accountability for all support activities within the engineering domain.
* -Transform the team into a highly performing support team.
Operational Excellence & Crisis Handling:
* Lead and coordinate technical crisis situations affecting TME engineering operations.
* Act as escalation point for complex issues and ensure timely resolution.
* Liaise with management, engineering leaders, security teams, and other key stakeholders during high-impact events.
* Prepare post-mortems, drive corrective actions, and prevent recurrence of major incidents.
Performance Management:
* Define KPIs to monitor incident resolution, request handling, backlog, workstation availability, and service health.
* Track, analyze, and report performance data to ensure support quality and continuous improvement.
* Balance support tasks, project work, and crisis response to ensure operational readiness.
Reporting & Communication:
* Produce factual, data-driven reports on KPIs, service performance, crises, and ongoing projects.
* Provide regular updates to management and stakeholders regarding operational status, risks, and achievements.
* Maintain a transparent communication channel with engineering teams and internal partners.
Technical Background
* Solid understanding of enterprise IT environments, particularly in:
* Active Directory domain administration
* Application packaging and deployment
* Filesystem management and storage principles
* Engineering workstation environments (Windows, Linux)
* Knowledge of ITSM tools such as ServiceNow.
* Ability to reason and report according to the Toyota Business Practices methodology (TBP)
* Solid data science skills, ability to process manipulate and visualize data. (Excel, PowerBI, Python)
Leadership & Social Skills:
* Experience leading technical teams in a support or operations context.
* Strong prioritization skills and ability to manage workloads under pressure.
* Excellent problem-solving abilities and crisis-management mindset.
* Effective communication with both technical staff, (internal) customers and management stakeholders.
Additional Skills:
* Experience with KPI design and service performance reporting.
* Familiarity with engineering environments
* (CAD, simulation tools, etc.).
* Understanding of ITIL processes is an advantage.