BackPosted on 18/05/2016
IS/IT Support Manager
Full time |
Salary type not mentioned
Salary not mentioned |
IS/IT Support Manager
The IS/IT Support Manager will be responsible for the service management of the information systems and the IT support services. He/she will manage the service desk activities - incident and problem management -, manage IT services through suppliers, LGO and local IT support team, manage the IT assets, the work-processes and procedures and manages the IT service budget. He/she will act as an escalation point for prioritized incidents.
Thanks to his/her service mindset. The IS/IT Support Manager is a success factor in maintaining the IT services to a quality level that is in line with the business requirements and key stakeholders. He/she will follow-up the quality through different KPI's.
Ensure IT incidents are solved through suppliers, LGO and local IT team within agreed service level objectives.
Ensure Service Desk process and procedures are maintained for a correct management of IT incidents
Track recurring incidents in order to investigate the root cause and solve it.
Propose improvement in the procedures, infrastructure to reduce the recurring incidents, and the resolution time.
Perform incident analysis in order to close root cause for regular incidents.
Ensure the list of external suppliers, and coordinates is maintained.
Ensure there is a process for incident and problem resolution, together with escalation procedures.
Perform regular Service Review Meetings with suppliers to cover service performance and follow-up on improvements.
IT Support management
Management of Nespresso Performance and Development Cycle.
On boarding and off boarding of team members according to HR guidelines.
Setup 1-2-1 with team members to coach and develop.
Work process & procedures
Ensure the IT processes and procedures are created, maintained and stored in a central repository.
Ensure the business stakeholders are informed of the IT processes and procedures.
Follow-up on audit reviews, audit results, builds and implement action plans to close audit findings if any.
Bachelor in ICT or similar through experience
2 years of experience in Service Management function
Good general knowledge of office suites, ERP applications (SAP is a plus)
Perfect knowledge of the local languages (French/Dutch and English).
Experience in working for a retail organisation
People Management skills
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