Service Delivery Supervisor > Leuven > Joboolo BE :
Company : Istorm Location : Leuven Flanders From : Talent BE
As a key contributor to the overall IT Governance and ServiceDelivery program you will be responsible for,Identify, document, and fulfill service requirements of European based Sotera Health business units and the user community.Participate in the design, implementation, and improvement of key servicedelivery processes.Partner with the Global IT Helpdesk to ensure effective first level support.Provide Supervisory support and technical leadership to European based onsite support technicians by prioritizing and assigning work and following up on escalations.Problem Management for the local European facilitiesParticipating in and ensuring effective use of the Change Management process Taking a lead role in Major Incident Management, ensure coordination of resolving parties, provide effective communication to stakeholders, and conduct post incident review as applicable to the facilities you supportTake a hands-on approach in responding to and resolving reported incidents and user support requests!Actively participate in and ensure the broader team completes the annual Computer refresh program.Participate in the assessment and ongoing review of services and processes with a goal of continuous improvement.Facilitate and foster customer feedback to improve the performance of the Service Desk and desktop support functions.Collaborate with the broader IT team and other functional areas within the businesses to ensure effective integration with key support process such as call handling, triage and escalation as required.Represent Global IT Support by fulfilling the role of primary point of contact for technical support escalations, support requests, and support inquiries.ProfielExperience/Education RequiredDegree in Computer Science, Information Technology, related field or equivalent work experience7 years experience in an IT servicedelivery role working with internal customers in a global multi-geographic organization.2+ years in a supervisory role over an IT Technical Service Management teamDemonstrated experience working in IT Service Management functions including Service Desk, Problem Management, Change Management, and Incident ManagementExcellent Customer Service skills:
ability to understand and manage customer expectations.Ability to translate business requirements into technology/service solutions.Able to manage and prioritize tasks, requests, and time efficientlyDemonstrated experience with Active Directory, Windows Server, Microsoft 365, Microsoft Office Suite, and desktop Windows Operating systemsCapabilitiesProvide effective Leadership to Service Management teamAbility to prioritize competing priorities.Strong Analytical and problem-solving skillsCurrent technical capabilities to provide outstanding hands-on support.Ability to effectively prioritize and execute tasks in a fast-paced environment.Project/Program Management skillsStrong verbal and written communication skills with the ability to present effectively to small and large audiences.Ability to collaborate and work cooperatively in a team environment.Understanding of and experience working in a highly regulated environment would be of benefit.Fluent in English, ability to communicate in French, and German would be of benefit.Organisatie - en afdelingomschrijvingMy client is a medical company based in the region of LeuvenAanbodx Istorm LeuvenFlanders
