Manager Service Desk & Service delivery (Software)
Freelance or Employee - Western Flanders -
This is a long-term role with potential for growth in an evolving organization !
* Must-Have requirements:Experience in a managing a client support team in a software environment
* ITIL, service desk tools, change & release management
* Excellent coaching and leadership capabilities
* Constant improvement mentality as well as "customer satisfaction"
* Fluent Dutch + good French & English
* Potential for evolution
* Driving licence
The mission
You are responsible for the quality of support provided to customers, managing your team, managing and improving processes to consistently deliver high levels of customer support in a cost-effective manner.
Main Responsibilities:
• Identifying customer support needs and overseeing the delivery of support within the company's context.
• Supervising and coaching employees (+/- 20), organizing knowledge acquisition and transfer.
• Leading the change process to expand the service desk with both internal and external services.
• Coordinating all activities necessary to resolve urgent, blocking issues.
• Defining possible SLAs (Service Level Agreements) and Service Level Reporting within the framework of Service Delivery Management.
• Defining and negotiating necessary OLAs (Operational Level Agreements) to support the agreed SLAs within the framework of Service Delivery Management.
• Optimizing maintenance contracts for customers in consultation with the legal department and sales department.
• Defining 'Service Delivery' KPIs (Key Performance Indicators) together with internal services and management.
• Ensuring proper follow-up and execution of escalation procedures.
• Acting as the voice of the customer within the organization to convey and help improve the customer experience with applications and services.
• Providing regular management and performance reporting internally and Service Level Reporting externally where relevant.
• Collaborating with other teams to ensure integrated and consistent service delivery.
Please send your CV ASAP if interested by this exciting opportunity!