You'll act as team lead for the IT Network Operations Support team EMEA and support the people in the team to develop their full potential.
- You'll drive a culture of lifelong learning and help develop the knowledge and capabilities of your team and it's members.
- With your guidance, you ensure incidents & standard service requests are handled and resolved according to the agreed SLA's.
- You guarantee the change process in the region as well as the stability & compliance of the service by implementing and maintaining pro-active monitoring and performing regular health checks.
- You make sure the difference services are documented and ensure CI's are registered in the CMDB. You take ownership of asset management and the lifecycle of Hardware.
- You also document and follow up on known issues together with our specialist team. Furthermore you secure the operational vendor management for the partners used within the IT Operations scope and are responsible for the delivery of KPIs and SLA reporting towards management & stakeholders.
- You manage support to the Service Desk, Application Managers, IT Managers and other stakeholders using the ITIL methodology for IT Service Management. For collaboration with your peers in the other regions, you develop a "follow the sun" support model.
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While providing support to the solutions owners & specialist in the region, you report on quality issues on the solutions. For this, you work closely together with the Solutions & Architecture team to onboard the support of new solutions and partners.
Extended experience in successfully managing support teams
- Strong management experience with a proven track record of leading teams
- Strong customer focus
- High focus on impactful and customer-oriented communication
- Proven track record of cultural awareness while collaborating with your peers in the other regions
- Experience with organizational development, leadership development and performance management
- Comfortable with working in a highly matrix global environment
- Ability to implement standards and operating metrics.
Extended technological knowledge
- A broad knowledge of the different technologies used and available in the industry to give a good overall understanding of IT
- Experience in effectively managing, motivating, and empowering people
- Strong business acumen and internal knowledge of policies
- Working knowledge of value and use of Standard IT processes and methodologies (i.e. ITIL, PMI and SDLC)
- Technical background in one or more of the following areas :
- Network : SDWAN, LAN, WLAN, Firewall, ZScaler
- Server Hosting : VMware, Storage
- Cloud : Azure Cloud
- End User Computing : SCCM, Intune
- Active Directory
Educational requirements
- Higher education or equivalent experience.
- You are passionate about technology
- Fluency in English, spoken and written is a must
- ITIL Certification
- Technology certifications are a plus
Experience
- + 5 years of experience working for a large company in a similar position in a similar industry
- technical background in the mentioned technologies
- proven experience in successfully managing support teams (people management)
