ITD Customer Support Manager

As ITD Customer Support Manager you are responsible for leadership and development of the Service Desk Team, the overall management of the Managed Service Desk together with the entire support team and the underlying third parties.

This function includes the ownership and governance of the ITD Service Desk team and processes.

In this role, your core responsibilities will be to: 

• Responsibility over a global team of internal Service desk agents and an external supplier who provides managed services for the Service Desk.
• Actively contribute to further professionalize the Service Desk by continuously looking for new opportunities and improvements.
• Ensuring the effective leadership of staff, including mentorship and training in order to meet individual and team development needs.
• Full Ownership of and participation in all ITIL Processes: Incident-, Problem-, Knowledge-, Configuration-, Change-, Request fulfilment-,... management.
• Ensure creation, implementation and team-adoption of all required procedures for the effective execution of Service Desk processes.
• Improve and question existing processes to drive changes as agreed
• Oversee and develop strategies to improve ticket ownership and management, reduce open ticket times and increase first time fix rates.
• Close collaboration with regional Business Information Managers and IT Leads for Applications and Infrastructure
• Proactively implementing and managing Shift left activities and looking for opportunities to increase Standard Service Article creation, documentation and knowledge sharing in the team.
• Governance and Contract Management for SD Managed Service provider and ITSM tooling, ensuring that all contractual commitments are being delivered as intended. ( ref. Ops Manual)
• Maintaining a good working relationship with third party vendors and organizing periodic Supplier reviews and meetings.
• Governance of Service Delivery Process of all 3rd parties ITD ( in collaboration with IT leads).
• Overall ITD Reporting activities
• Manage ITD Communication initiatives ( Incidents & Changes, Newsletters, Viva Engage,...)
• Process ITD Financial Management ( Invoice approval)
• Responsible for Processing Contracts & time sheets in DocuSign.
• Responsible for Print & Telephony Management (EMEA)
• Responsible for VIP Service.

•  
• At least 5 years of significant experience of effective leadership, development and management of a Customer Support team in a service provider environment.
• Experienced in implementing incl. adoption and maintaining ITIL Processes.
• Ability to inspire, engage and promote an excellent team culture and ethos of service excellence across the internal team and suppliers.
• Strong interpersonal and communication ability; tactful, diplomatic and sympathetic when dealing with customer problems.
• Flexibility to manage out of hours support needs in case of major incidents or similar events.
• The ideal candidate will be a analytical, critical, solution -oriented and enthusiastic individual who is dedicated to achieving great results.
• Fluent in English and Dutch is a must.
• Proficient in the use of Microsoft Office.
• ITIL Certified.
• ITSM tooling experience ( ServiceNow).

We offer an attractive salary and benefits package and as part of a global organization can offer career opportunities internationally. As Masters of Malt we want to be a great employer, focusing on flexibility, inclusion, collaboration and health and wellbeing. We live our values, putting people at the heart of what we do.

“Strive” - our ambition is to be the best maltster that's why every day we commit to challenge ourselves to achieve the highest level.
“Care” - our strength is magnificent when we care for our earth, our colleagues and our business partners. We encourage trust, respect and treat each other with respect. We believe that Diversity makes us stronger.
“Inspire” - We adopt a long-term orientation delivering sustainable performance through innovation and digitization, becoming praised Masters of Malt.
“Explore” – thinking out of the box and embracing pioneer ideas to become a source of motivation, we like challenging the status quo to develop full potential.