Introduction

We are hiring for our client a Service Delivery Supervisor with experience as teamleader in Leuven, flexible to travel to a number of sites in Belgium and sometimes abroad.

Tasks

The European Service Delivery Supervisor is responsible for providing hands on support and leadership in the delivery of ongoing daily technical services to the European based Health businesses. In this role you will lead a team of information technology support technicians in providing Level 2 desktop support to users following established Global IT standards and processes while also being a hands-on participant in daily support. You will be responsible for ensuring prompt service and problem resolution, understanding and communicating business needs and requirements to Global IT leadership helping ensure sustained and improved services levels in the IT Service Management processes. As a key contributor to the overall IT Governance and Service Delivery program you will be responsible for,

Identify, document, and fulfill service requirements of European based Health business units and the user community.
Participate in the design, implementation, and improvement of key service delivery 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 facilities
Participating 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 support
Take 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.
 

C134F7D9DFEE4570AB1841B7AD554278@ts.com