Service Manager Helpdesk & End-User Computing Services

Mission

The Services Manager is part of the Service Management team and owns the services provided to the Agfa business units.  The Service Manager works with the outsourcing suppliers to manage and plan overall IT operations and services, ensuring that business service requirements are met, and acts as an expert for the provided IT services:

1. Detects and translate service requirements of the business, define plan to ensure adequate, stable, future-proof, optimal services in line with business requirements
2. Monitors and steers the IT services managed by an external service provider and ensures its proper functioning, in line with agreed SLA’s and Agfa quality standards, define and ensure execution of improvements plans where needed
3. Retains knowledge inside Agfa on the implementation of critical services across the IT landscape and uses this knowledge for supporting strategic decisions, approving technical designs of new solutions, provide input for end-user training
4. Optimize the landscape by initiating and implementing optimization initiatives.
5. Acts as escalation manager, help to resolve critical issues

Job Function

• Is responsible for the qualitative functioning of the services in accordance with SLAs
• Refines service requirements into statements of work (SOWs) and resulting service-level agreements (SLAs)
• Builds and maintains relationships with business units and external service providers to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
• Implements consistent processes for incident and problem escalation and resolution
• Retains all necessary knowledge on solutions and implemented (reusable) components in technologies, assures this knowledge is documented by the external service providers according to Agfa quality standards
• Advances the use of a knowledge repository to share information among all levels of IT service and support
• Cooperates/contributes in infrastructure projects, version upgrades, service pack installations, service request fulfilment
• Promotes self-service tools, automation and mechanisms to improve end-user satisfaction and reduce costs
• Performs trend analyses and develops action plans for improving service timeliness and reducing costs
• Aligns service capacity to business demands (including customer satisfaction to the agreed-on goal).
• Refines, provides input to and communicates clear and unambiguous roles and responsibilities (R&Rs) for the services and internal and external parties

Vendor management and delivery assurance

• Maintains a close working relationship with the external service provider who is responsible for providing the services
• Monitors, reports, analyses and escalates in case of deviations from agreed-on SOWs
• Ensures the technical solutions of external service provider are consistent with the IT strategy and architecture
• Works closely with process owners to review service provider problems, to analyze and validate the accuracy of information and the feasibility of solutions
• Troubleshoots performance issues and resolves problems with service providers (e.g., help navigate the Agfa organization)
• Controls correct application of standards by the vendor as defined by AGFA.
• Validate invoices of the external service provider and drive cost improvement actions

Performance management and process implementation

• Develops, manages, measures and reports on key service-level metrics as per the agreed contract with the external service provider
• Performs end-user satisfaction surveys (transactional and periodic) and develops action plans to address areas needing improvement
• Strives for continuous improvement of the various processes, define and implement improvement plans with the external service provider
• Leverages industry best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Tracks industry trends and maintains knowledge of new technologies to better evaluate business unit service requests and service provider proposals.

Strategy and planning

• Maintains knowledge on the participating business strategies and formulates implications and resulting SOW
• Understands the value of technology in the enterprise’s business processes, works with business partners and service providers to identify opportunities for innovation, cost reduction and improved efficiencies and reviews service provider solutions
• Provides input to the in-scope technical architecture for outsourcing projects
• Contributes to the Enterprise Architecture and IT roadmaps

Profile

• Master degree in IT or related domain, or equal by experience
• 5+ years of IT and business/industry work experience, with at least 3 years of experience in managing IT services with external service providers
• Proven experience with implementing external service provider projects
• Understanding existing systems and technology, and integrating Systems.
• Understanding business organisation and practices (approaches, culture,..)

• Proven leadership skills, you are capable of inspiring stakeholders and building trust
• Focus on results with a positive mindset
• Adaptable in a strong changing environment, with innovative and flexible mindset
• Good communication skills and are fluent in Dutch and English
• Problem solving, on both the partner side and the business/functions side