Service Delivery Manager - Workplace
AXA
- Brussel
- Vast
- Voltijds
The Workplace team aims to deliver, support, and make evolve the full range of Digital Workplace solutions & services used by the AXA Belgium Employees. The Workplace team works in close collaboration with IT & Business teams to ensure the best quality of service and align with their needs.
The activities delivered by the Workplace teams are covering the following solutions: Physical and virtual workstations, Software packaging and licensing, Workforce Collaboration solutions (Office 365,…), Telephony Services and Secure Data Exchange. Moreover the Service Desk activities (Level 1 and Level 2) are also included in the scope of the Workplace team.
We are currently seeking to reinforce the team by appointing a Service Delivery Manager.Your responsibilities as Service Delivery Manager:
- You closely supervise the IT end-user support outsourced service contract in place for AXA Belgium and assure that the service delivered is in line with agreed SLA’s.
- You actively participate in the governances in place with the different partners
- You are owner of the continuous improvement process and definition of priorities in close alignment with Quality Assurance team and Business needs
- You define and coordinate the implementation of Continuous Improvement plans together with Service Management teams and with business and IT product teams cross domains
- You are in charge of monitoring the quality of the Workplace services including the overall employee satisfaction, together with the operational KPI’s for processes in scope of responsibility
- You contribute to QoS (reliability and security) initiatives to improve Workplace services and processes enabling Operational Excellence to achieve better Employee Experience.
- You challenge the Service Desk figures including going into the details of incident records to identify and understand trends
- You identify structural improvements (e.g. recurrent incidents) and ensure the close follow-up until implementation
- You take ownership of the Service Desk Practice (ITSM) and re-challenge it in terms of efficiency and added value; you constantly promote the development and improvement of the quality of the processes and tools used
- You take in charge the Supplier Management activities for the whole Workplace Services scope
- You drive QoS situations where expert knowledge is required: understanding-challenging the problem, bringing solutions, supporting teams in the implementation and share lessons learned afterwards to improve overall.
- You ensure proper communication of trends, risks and improvement plans to Management
- You like to question current processes and propose alternatives a response;
- You dare to challenge based on value, dare to take risks, dare to take commitments
- You are a role model and promote cultural change inside the team: empowerment, learning / growth culture
- You have an Agile mindset, carry it out via behaviour and take full benefit of it
- You stress prioritization on customer value to have value-driven governance
- You have a good understanding of Workplace tools / environments
- You have an experience with collaborating with end-user support teams (including near shore teams)
- Very good knowledge of English (knowledge of French or Dutch is an asset)
- Bachelor’s degree in Computer Science, Business, IT or other related field or equivalent training
- Minimum of 10 years of industry experience in IT services
- Knowledge of Digital workplace technologies
- Experience with ServiceNow ITSM
- Extensive written and oral communication skills (English)
- Very good knowledge of MS Windows 10 platforms’ administration
- Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, Software packaging & distribution, Security, Service Desk, Onsite Support)
- Knowledge of ITIL Processes (ITIL 4 Foundation certificate is a plus)