Are you a natural leader with a passion for driving excellence in IT support? We're seeking a Center of Excellence (CoE) Lead to reinforce our Support Services within the Digital Foundations Department. In this role, you'll be responsible for the overall success and coordination of our Regional Service Desk, ensuring top-notch service delivery and continuous improvement.
Your role and responsibilities
Regional People Leadership
You'll be a dedicated leader for our regional ServiceDesk team, fostering a high-performance and collaborative environment. This includes:
1. Coaching and Mentoring: Providing guidance and support to empower your team members to reach their full potential.
2. Performance Management: Setting clear expectations, providing regular feedback, and conducting performance reviews.
3. Capacity Management: Ensuring optimal staffing levels to meet demand and maintain service quality.
4. Recruitment: Playing a key role in building and shaping a strong, capable support team.
Regional Service Desk Organization
You'll be the driving force behind the efficient and effective operation of our Regional Service Desks, ensuring exceptional service delivery. Your responsibilities will include:
5. Day-to-Day Management: Overseeing daily operations of the Regional Service Desk, including:
SLA Monitoring: Meticulously monitoring and ensuring adherence to Service Level Agreements (SLAs) for incident and request management.
Knowledge Management: Ensuring support advisors have access to comprehensive and up-to-date information to effectively resolve end-user queries.
Internal Communication: Facilitating clear and timely communication within the Service Desk team.
Documentation: Maintaining and organizing critical documentation in Confluence and Google Docs.
Planning and Capacity Management: Strategically planning resources and managing capacity to optimize Service Desk performance.
Continuous Service Improvement: Identifying and implementing initiatives to enhance service quality and efficiency.
KPI Management: Defining, tracking, and improving key performance indicators (KPIs) for the Service Desk.
Quality Assurance: Taking ownership of the quality of tickets handled by the Service Desk.
CSAT Organization: Organizing and analyzing Customer Satisfaction (CSAT) surveys for IT services (incidents and requests), and implementing improvements based on feedback.
Cross-Regional Coordination: Collaborating with other Regional Service Desks to ensure seamless handovers and consistent service.
Regional Stakeholder Management
You'll be the primary point of contact for regional stakeholders for IT support, effectively managing and resolving escalations.
CoE Support Services Roadmap & KPIs
You'll play a crucial role in shaping the future of our Support Services, contributing to strategic initiatives and ensuring their successful execution. This involves:
6. Roadmap Contribution: Actively contributing to the CoE Support Services roadmap and defining key performance indicators.
7. Initiative Ownership: Taking ownership of multiple roadmap initiatives, ensuring their qualitative and timely delivery.
IT and Business Initiatives
You'll bridge the gap between the Service Desk and broader organizational initiatives, ensuring seamless support and communication. This includes:
8. Contribution to Initiatives: Providing essential support and input to IT and business initiatives that require Service Desk involvement.
9. Information Communication: Effectively communicating relevant information and updates to Service Desk support advisors.
How to succeed / Your profile
10. Bachelor ICT or equivalent by experience.
11. Fluent written and verbal in both English and Dutch speaking.
12. Extensive knowledge and hands-on experience with ITSM applications and ITIL processes.
13. Strong organizational, time management, and follow-up capabilities.
14. Team-oriented with a positive and collaborative attitude.
15. Good people management skills.
16. Excellent planning and coordination skills.
17. Reliable and discrete, positive attitude.
18. Diplomatic and problem solver.
19. Able to perform under pressure with a flexible and resilient attitude.
20. Demonstrates initiative and a strong sense of responsibility.
What's in it for you
You will become part of a people-oriented company where your well-being really matters. Flexible working hours, work from home possibilities, 20 days holiday and 12 WTR days within a 40-hour week. At our headquarters you will also discover our TVH Park, a green area where you can move around and have the possibility to relax, meet or have lunch. Furthermore, we also offer:
21. An attractive salary package with extra-legal benefits such as company car, group and hospitalization insurance, luncheon vouchers, corporate restaurant, ...
22. An exciting position in an international company with a family atmosphere where people are at the center.
23. You are part of a dynamic entrepreneurial team that is fast-growing and at the center of the transformation.
24. You arrive in an innovative, progressive and technological environment.
25. Numerous opportunities for personal development, among other things through permanent guidance and professional (internal/external) training courses.
26. Fun afterworks and other optional events (e.g. TVH Kaffee).
People are at our heart
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
About TVH
TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.
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