Service Manager, Workplace

Service Manager, Workplace


Zaventem, Belgium

The Digital Workplace Service Manager role belongs in the Technical Services Management team and reports directly to the Services and Operations Area Lead. The scope of Digital Workplace includes Client Applications and Infrastructure, Unified Communications, O365, Onsite Support and Servicedesk.

The reporting structure is as below:

  • Vice President IT;
  • IT Services and operations Director;
  • Services and Operations Area Lead;
  • Digital Workplace Service Manager.

The Digital Workplace Service Manager is responsible for quality, performance, finances, design and evolution of the technical service. In this role he or she acts as the prime customer contact for all services-related enquiries.

The Digital Workplace Service Manager is a primary stakeholder in all of the IT processes which enable or support the service. He or she is responsible for the service quality and cost of their service(s) at any stage of the service lifecycle.

The Digital Workplace Service Manager will closely work with management, project teams, and service providers to ensure that changes are delivered as expected and the service is running as per agreement.

Digital WorkplaceService Quality

  • Act as prime customer contact for all services-related enquiries and issues;
  • Provide service delivery status in IT business alignment meetings and other stakeholders;
  • Act as the service escalation point;
  • Connect with technical service managers to understand technical service delivery failures and improvement plans in order to improve the functional service delivery and report back to the business.

Service delivery: ensure that the ongoing service delivery and support meet agreed customer requirements

  • Define for each service SLAs with the customer;
  • Translate customer SLAs to functional service delivery SLAs;
  • Manage the functional external providers service delivery to meet the functional SLAs;
  • Ensure the alignments of SLAs , KPIs on infrastructure services to meet functional customer requirements;
  • Provide functional service requirements to IT Sourcing department for service contracts;
  • Identify opportunities for operational service improvements.

Management reporting

  • Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance.

Digital Workplace Service Cost and Budget

  • Develop and plan the yearly and mid-term budget.
  • Control the service cost and do follow-up of the variances between actuals and budget.

Digital Workplace Service Transitions

Liaise with the appropriate Service Owners and Solution Architects throughout the Service Management lifecycle.

  • Service transition:
    • Ensure successful projects transition to operations within his or her services;
    • Link with Business enhancement and project management to ensure appropriate support of projects after go-live considering budget guidelines and resource availability.
  • Align with business and IT stakeholders to develop the required support models for new applications & services in his or her service.

Digital Workplace Service design & evolution

Accountable for service design and evolution

  • Service evolution: Translate and convert in operations the evolutive roadmap in accordance with the sourcing and enterprise architecture guidelines;
  • Service Level management: Develop and maintain the service catalog of his or her service;
  • IT Service Continuity: Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis.

Accountable for managing technical/functional demand

  • Manage new demand of enhancements (changes < 20 days) for the service. Include business stakeholders for prioritization and alignment throughout the service according to the service change budget.

Digital Workplace Technical service delivery

Manage Third party service providers functional services deliverables through:

  • Operational service reviews (incident escalations & problems);
  • Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan & deliverables;
  • Provide input to Manager of the Services & Operations Group in regards to the service providers deliverable in the service in scope;
  • Monthly reviews: Validating if the service is delivered as per contract and define the financial bonus/malus;
  • Manage the service delivery of the functional service providers to ensure the appropriate service integration activities and testing are executed as connected services are changing.

Experience & requirements

  • BS/MS degree in IT or related field;
  • 5+ years of Workplace experience;
  • 3+ years of budget management;
  • Up-to-date with the latest trends and best practices in Microsoft technologies;
  • Ability to influence and motivate teammates;
  • Good communicator, with excellent interpersonal skills; must be able to communicate to different levels of the organization, with both technical and non-technical people;
  • Have a Can-Do mentality;
  • Fluent in English, any other European language is a plus;
  • Knowledge of other technical areas is an asset.

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© EuroJobsites 2020

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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