Digital Workplace Technical Service Manager

Your mission

You will be responsible for driving the implementation, maintenance, and optimization of Digital workplace solutions, and IT end user support services.

You will be managing technical support teams and partners, ensuring high-quality service delivery, and collaborating with stakeholders to enhance employees experience, and provide a secure, productive and pleasant Digital workplace.

Your main responsibilities:

• Digital workplace Performance Management: accountable for monitoring the quality and performance of key end-to-end Digital workplace and Service Desk products, services, and processes throughout their lifecycle, ensuring alignment with business objectives and collaboration with stakeholders, factories, and managed services partners. Analyse and review service performance against SLAs and OLAs agreed with the IT supplier and the Orange Group. Adjust SLA and OLA targets and metrics as necessary, maintaining relationships and dependencies between various KPIs (business, quality, and technical).
• Partner Management: oversee the outsourced service desk, and Digital workplace product suppliers to ensure effective support and service delivery for Digital workplace users. Identify and implement continuous improvement initiatives with these partners.
• Incident Management: drive operational activities to reduce the number and duration of incidents, minimizing impact on users. Act as the escalation path for P3 categorization and organize remediation for abnormal P4 volumes or prolonged issues, while onboarding third-party/vendor interventions to prevent crises. Manage escalations and crisis situations. Lead stakeholders towards solving major incidents.
• Collaboration and Improvement: work closely with business owners (HR, Security, and business units) , engineering (IT, SMC, and operations) and external partners to anticipate, prioritize, launch, and lead improvement action plans.
• Risk Management: responsible for managing risks related to products, services, and processes under the guidance of the Business Continuity Manager. Identify and evaluate risks, proposing mitigation actions for approval by the Risk Management Board.
• Change Management: follow up with the Change Advisory Board for the relevant domain, striving to minimize change impact and ensuring all stakeholders are notified.

Your profile:

• Bachelor's degree and 5 years professional experience in a similar position
• Relevant certifications such as ITIL, CompTIA A+, or HDI Service Desk Manager would be a plus
• Preferably Multi-Cloud experiences
• Proven expertise in organizing and running a large scale, muti-sites and multilingual IT Service Desk
• Strong knowledge of the functioning of an IT operations service
• Deep knowledge of ITSM processes and tooling
• Customer-focused mindset to enhance user satisfaction and service quality
• Communication and listening skills
• Problem-solving: strong analytical and problem-solving skills to address technical issues efficiently
• Analytical and figures-oriented mindset, as well as strong planning skills
• Fluent in English and French/Dutch

Our Offer:

You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.

Inspired? Please send us your resume and we will rapidly get back to you to invite you for further interviews.