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