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Operational Services Improvement Officer

HNM Solutions
Brussels
3 dagen geleden

Job Description:

Function description

As Operational Services Improvement Officer, your goal is to challenge and improve the current processes and way of working in the team and to increase the end-to-end ownership of the services (... and lead by example).

In order to be able to improve, you obviously will need to learn and contribute to the various day-to-day activities of the team :

  • Based on different sources of information (reports, databases, ...), monitor and evaluate the performance of the different external suppliers, identify areas of improvement and address any issue that might arise and impact the organisation

  • Identify potential risks, assess their impact, and develop mitigation strategies to minimize their impact

  • Collaborate with various cross-functional teams on common goals to ensure alignment and effective communication

  • Verifying and ensuring that the products, services delivered by our suppliers meet the organization’s quality standards and requirements

  • Collect and analyse data to identify trends, opportunities for improvement, and areas for cost reduction.

  • Offer training and support to stakeholders, including suppliers, to ensure they understand organizational processes and procedures

  • Ensure a good collaboration with our suppliers by addressing issues. This requires building and maintaining strong relationships with suppliers, addressing any issues that may arise, and ensuring effective communication.

Improve and innovate:

  • Identify areas for process improvement and implement changes to increase efficiency, reduce costs, and enhance quality.

  • Help to develop, roll-out and embed the approved improvements

  • Collaborate with stakeholders to implement changes and improvements.

  • Monitor and evaluate the effectiveness of changes and improvements

  • Develop and update process documentation, such as standard operating procedures, to ensure consistency and compliance.

  • Ensure compliance with organizational processes and procedures

Required experience / knowledge

Madatory:

  • Affinity with and knowledge of end-user tools (hard- and software)

  • Microsoft 365 suite

Preferable:

  • Service Management Tools (Service Now)

  • Asset Management Database (CMDB - HAM)

  • Automation skills (PowerPlatform)

Business experience

Mandatory:

  • Affinity with the Agile Way of working

  • Strong organizational insights

  • Familiar with various IT systems

  • Experience in project coordination

Preferable

  • Experience in a support environment (helpdesk, field support) and with the associated processes

Soft skills:

  • Ability to see the overall picture (helicopter view)

  • Structured approach and result driven

  • Ability to respect deadlines and budget

  • Decision-making

  • Strong communicating and diplomatic skills

  • Customer-oriented

  • Proactive

  • Team spirit

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