Digital Workplace Technical Service Manager

Reporting to: Office IT Domain Manager

Department: IT

The Digital workplace Technical Service Manager is responsible for driving the implementation, maintenance, and optimization of Digital workplace solutions, and IT end user support services. This role involves managing technical support teams and partners, ensuring high-quality service delivery, and collaborating with stakeholders to enhance employees experience, and provide a secure, productive and pleasant Digital workplace.

Key responsibility areas

* Digital workplace Performance Management: Accountable for monitoring the quality and performance of key end-to-end Digital workplace and Service Desk products, services, and processes throughout their life cycle, ensuring alignment with business objectives and collaboration with stakeholders, factories, and managed services partners. Analyse and review service performance against SLAs and OLAs agreed with the IT supplier and the Orange Group. Adjust SLA and OLA targets and metrics as necessary, maintaining relationships and dependencies between various KPIs (business, quality, and technical).

* Partner Management: Oversee the outsourced service desk, and Digital workplace product suppliers to ensure effective support and service delivery for Digital workplace users. Identify and implement continuous improvement initiatives with these partners.

* Incident Management: Drive operational activities to reduce the number and duration of incidents, minimizing impact on users. Act as the escalation path for P3 categorization and organize remediation for abnormal P4 volumes or prolonged issues, while onboarding third-party/vendor interventions to prevent crises. Manage escalations and crisis situations. Lead stakeholders towards solving major incidents.

* Collaboration and Improvement: Work closely with business owners (HR, Security, and business units), engineering (IT, SMC, and operations) and external partners to anticipate, prioritize, launch, and lead improvement action plans.

* Risk Management: Responsible for managing risks related to products, services, and processes under the guidance of the Business Continuity Manager. Identify and evaluate risks, proposing mitigation actions for approval by the Risk Management Board.

* Change Management: Follow up with the Change Advisory Board for the relevant domain, striving to minimize change impact and ensuring all stakeholders are notified.

People Management

Direct reports: 0

Indirect reports: 2-8

Brief description of the team

* Lead a team of Service Managers hosted at suppliers of Managed Services. For roles that manage people on a (technical) project basis, briefly describe typical project scope and budgets:

Financial responsibility

* Broad Technical knowledge in several IT disciplines.

* Proven expertise in o MS365 products o Azure Cloud services o Security & IAM o Messaging o Windows on premise infrastructures.

* Proven expertise in organizing and running a large scale, muti-sites and multilingual IT Service Desk

* Strong knowledge of the functioning of an IT operations service

* Deep knowledge of ITSM processes and tooling.

Education, specific training and experience

* At least 5 years professional experience in a similar position

* Relevant certifications such as ITIL, CompTIA A+, or HDI Service Desk Manager can be beneficial.. Preferably Multi-Cloud experiences

Interpersonal skills

* Communication and listening skills, and ability to give advice. Problem-Solving: Strong analytical and problem-solving skills to address technical issues efficiently.

* Internal Customer Service: A customer-focused mindset to enhance user satisfaction and service quality.

* Fluent in English and French/Dutch- any other language knowledge is an extra asset

* Ability to quickly develop relationships with multiple stakeholders.

* Coaching skills (ability to develop others' competencies and give feed-back)

* Quality driven, customer and service oriented

* Analytical and figures-oriented mindset, as well as strong planning skills