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Group IT Service Manager

The Group IT Service Manager will be responsible for overseeing and managing the Global IT Service Desk, ensuring the delivery of high-quality IT support services across the organization. This role includes managing the IT service catalog, monitoring and optimizing several KPIs and leading the global support function. A key responsibility will also be in managing the JIRA Service Desk tool and coordinating a team of +12 local support engineers based in remote business units, ensuring adherence to group standards and delivering best-in-class support to all our internal customers. You report to the Group IT Infrastructure Manager.

IT
Waregem, Belgium

Job description

  • Global Service Desk Management: As Group IT Service Manager you oversee the daily Global Service Desk operations to ensure timely and effective IT support to our internal users. You implement and maintain service desk policies and procedures. You monitor help desk performance, identifying areas for improvement and implementing solutions.
  • IT Service Catalog Administration: You are responsible for our IT Service Catalog and ensures that all IT Services are well-documented and meet our business requirements.
  • Service Delivery Continuous Improvements: You drive ongoing improvements in service delivery to ensure our IT services continue to meet the evolving needs of the business, optimizing efficiency and service quality.
  • Performance Monitoring: Establish and track a number of KPIs related to IT service performance, using data and PowerBI to continuously improve our support operations and user satisfaction.
  • Team Leadership: Lead and mentor a team of local support engineers in remote business units, ensuring they follow group-wide standards, policies and procedures. You foster a collaborative and high performant team environment.
  • Jira Service Desk Tool Administration: You are responsible to administer the JIRA Service Desk tool to support day-to-day operations, with assistance from an external partner for more complex changes and customizations.

Profile

  • You have a bachelor degree in Information Technologies, Computer Science or similar by experience.
  • You have 5+ years of experience in IT service management, preferably within a global organization
  • You have proven ability to lead and manage teams, especially remote or distributed support teams with a strong ability to engage and get energized by working with different cultures across diverse regions.
  • You have experience with JIRA Service Desk or similar IT service management tools.
  • You have excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • You are fluent in English
  • This position may require occasional travel to remote business units.

Our offer

At our company, we believe in investing in our employees and fostering a workplace culture that promotes growth, innovation, and work-life balance. Here’s what you can expect when you join our team:

  • Competitive Compensation: Enjoy a gross salary that is complemented by attractive fringe benefits, ensuring your hard work is rewarded.
  • Flexible Work Environment: We understand the importance of balance. Enjoy the freedom to work from home up to two days a week, along with flexible hours that allow you to manage your personal and professional commitments effectively.
  • Wellbeing benefits: Take advantage of 8.5 recuperation days to recharge and maintain your well-being. Enjoy free fruit in the office, participate in core stability sessions to promote physical health, and access ironing services for your convenience.
  • Global Reach: Be part of an international organization where you’ll collaborate with diverse teams and gain exposure to global projects.
  • Continuous Learning: We are committed to your professional development. Benefit from ongoing learning opportunities and access to LinkedIn Learning to enhance your skills and knowledge.
  • Innovative Culture:Join a team that prioritizes innovation, sustainability, and entrepreneurship. We foster a culture where new ideas are welcomed and creativity is encouraged.

Embrace the opportunity to grow within a supportive and forward-thinking environment. We’re excited to welcome you to our team!

Application form

Hey, I'm Sigrid Van Belle.

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