Helpdesk Team Lead Coordinator - ITIL certified

Description de fonctionWe are looking for a Service Level Manager who will strengthen our team of 20 system & network engineers. As a Service Level Manager, you are the link between customers, suppliers and internal colleagues to ensure the Service Level Agreements are met.
• Coordinate client, hosting and network operational teams to ensure that the services supplied to the customer are provided effectively & in a coherent fashion.
• Liaising with the account managers to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly.
• Customer-facing responsibilities, ensuring that all aspects of a service are delivered meet expected quality standards, and that SLA and KPI targets are met and preferably exceeded.
• Communicate professionally and efficiently with the customer about ongoing operations and answer any questions or concerns.
• Generate and present reporting data to the client, including tailoring such reporting to the requirements and interests of the client.
• Work with the client, hosting and network operational teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
• Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
• Communicating with third parties like technology vendors and application providers.
• Define, own and improve the processes that drive the service delivery to customers.
• Make sure the services are delivered within their scope boundaries and be
prepared to escalate excessive scope breaches.
Profil• Speak & write fluently English and you have a very good knowledge of Dutch or French (both written & spoken)
• Excellent communication skills
• Customer-focused attitude
• Experience of incident and request management
• Demonstrable experience of explaining technical issues, to both technical and nontechnical audiences.
• Ideally hands-on experience of working in a front-line support, first-line support, or service desk environment.
• Ability to plan and execute basic analysis and/or investigation, with supporting
guidance. Excellent knowledge of Excel or Power BI is required.
• Demonstrates a professional and specialist culture, with a focus on accuracy of output
• Demonstrates competence across all basic analytical and/or investigative areas, and is developing specialist skills
• Offers advice underpinned by professional knowledge
• Identifies and interprets a range of information to make judgements
• Stress-resistant
• Team Player
• ITIL certified
Descriptif de l’organisation et du département My client is a consultancy company with 50 employees, to grow up their IT Team, they are looking for a an ITIL certified Service Level Manager or Infrastructure Team Lead Coordinator!OffreBesides a permanent contract, a competitive salary and extra-benefits, we offer you a
dynamic work environment with smart colleagues in a fast-growing company and clients
with exciting challenges. Our management team encourages individual growth and will
give you the opportunity to be yourself and to develop yourself.