Vacature Medior IT Service Desk Manager for a petrochemical company in Rotterdam


Human Source Group
  • Human Source Group Bedrijfsprofiel
  • HBO of hoger
  • Medior niveau
  • Vast contract
  • 40 uur p/w
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Functieomschrijving As a (medior) IT Service Desk Manager you will report directly to the Global IT Manager in Switzerland. You will be responsible for managing the global servicedesk and for Service management and it's processes in general. You manage a team of 5 FTE in the Netherlands. Some of your tasks include:
  • IT Service Management
  • Ensures the IT Service Catalogue is up to date and aligned with the business and all IT departments
  • Defines and implements relevant ITIL and company specific processes in order to ensure high quality service delivery and efficiency
  • Proposes and implements workflows in order to automate processes
  • Evaluates new solutions and processes to improve efficiency and user satisfaction
  • Identifies and implements ITSM best practices
  • Defines and steers SLA and KPI from an end-to-end perspective
  • Application owner of the ITSM Application (Lifecylce management and development)
  • Responsible for an up to date CMDB
  • Ensures knowledge base is maintained and knowledge transfer to IT teams and end users
  • Roadmap planning for ITSM Projects and initiatives
  • Responsible for cost and budget in the IT Service Management area

    Servicedesk Management
  • Owner of the Incident-, Problem- , Change- and Request Management process
  • Prioritizes incidents and problems
  • Improves service and ticket quality
  • Ensures customers receive timely updates on incidents
  • Monitors evolution of incidents and problems within the ITSM systems
  • Oversees IT Changes and dependencies
  • Manages the maintenance calendar
  • Manages processe for communicating outages/emergency activites
  • Provides KPI data and information for the monthly Service Level Report

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Functie-eisen As an IT Service Manager you will meet the following requirements:
  • A Bachelor (HBO) degree
  • Minimum of 5 years working experience as IT Service Manager/ Service Desk Manager in an international (!) working environment
  • Experienced in implementation of ITIL Framwork
  • Experienced in defining SLA's with IT and Business
  • Experienced in defining and executing improvement plans
  • Expecienced in implementing and automating processes
  • Deep knowledge in Service Design and Servce Operation
  • Strategical and conceptual thinker
  • Know-how about IT Infrastructure concepts and architecture
  • People management – Proven previous management of teams
  • Strong analytical, negotiation and communication skills
  • English, Dutch & prefrably German, both verbal and written. Note: Fluency in Dutch is required!!

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Taalvaardigheid Vereist: Engels, Nederlands
Handig om te kunnen: Duits
Rijbewijs Vereist: Auto (B)
Salarisinformatie Bruto € 4.000 - € 5.000 p/m

13th month
Overige info As an IT Service Manager you can count on the following offer:
  • A salary between € 4000,-- and € 5000,-- per month
  • A permanent 13th month
  • 8% holiday allowance
  • 27 holidays
  • Laptop & Smartphone
  • A good pension

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Bedrijfsomschrijving As an IT Service manager you will work for an international petrochemical organisation, e.g. active in The Netherlands, Switzerland and Germany. The company has around 1800 employees and an annual turnover of several billions. w

The global Servicedesk is responsible for the 1st and 2nd line support of the whole group and is located in Rotterdam. The servicedesk team consist of 5 FTE and the local (dutch) IT department has about 20 team members in total.

De ambiance is informal and the dresscode is business casual. You will work in a COVID19-proof office, located on the 7th floor on the southside of Rotterdam. Public transport is at walking distance and parking under the building is for free. During COVID all employees are working from home.

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