Service Improvement Manager

For our customer in Brussels, Fujitsu is looking for an Operational Services Improvement Officer

Start: asap

Language requirements: FR, NL & EN

Operational Services Improvement Officer - Senior

Mission of Filière Digital Working within IT Production

In delegation to the Group Filière Digital Working and conform to its Operating Model, the mission of the Filière Digital Working BE is to deliver Digital Working devices and services to users, to ensure the quality of the devices and services and to support the users in their digital working experience.

Clients expect to have access to the collaborative tools anywhere, anytime, fast, in a secure way and with confidence? We deliver and support all businesses and users of BNP Paribas in Belgium. It represents more than 13.000 users.

Our goal is to ensure business and users are:

• Easily provided with the tools they need to work and collaborate digitally
• Satisfied with these tools by providing technical and functional support on the field and remotely through “Le Comptoir”

Filière Digital Working is responsible for the following Services?

• IT User Support Services (service desk)
• Field (proximity) Support (end-user hardware)
• End-user hardware delivery
• Printing Services
• Remote Application Delivery
• Workplace Services (workstation, thin client & collaborative tooling).

These services are delivered by external suppliers and/or in collaboration with BNPP IT Group.

In our Agile organization, you will be working as Operational Services Improvement Officer in the team Le Comptoir – Service Delivery

Function description

As Operational Services Improvement Officer, your goal is to challenge and improve the current processes and way of working in the team and to increase the end-to-end ownership of the services (... and lead by example).

In order to be able to improve, you obviously will need to learn and contribute to the various day-to-day activities of the team :

• Based on different sources of information (reports, databases, ...), monitor and evaluate the performance of the different external suppliers, identify areas of improvement and address any issue that might arise and impact the organization

• Identify potential risks, assess their impact, and develop mitigation strategies to minimize their impact

• Collaborate with various cross-functional teams on common goals to ensure alignment and effective communication

• Verifying and ensuring that the products, services delivered by our suppliers meet the organization’s quality standards and requirements

• Collect and analyze data to identify trends, opportunities for improvement, and areas for cost reduction.

• Offer training and support to stakeholders, including suppliers, to ensure they understand organizational processes and procedures

• Ensure a good collaboration with our suppliers by addressing issues. This requires building and maintaining strong relationships with suppliers, addressing any issues that may arise, and ensuring effective communication.

Improve and innovate:

• Identify areas for process improvement and implement changes to increase efficiency, reduce costs, and enhance quality.

• Help to develop, roll-out and embed the approved improvements

• Collaborate with stakeholders to implement changes and improvements.

• Monitor and evaluate the effectiveness of changes and improvements

• Develop and update process documentation, such as standard operating procedures, to ensure consistency and compliance.

• Ensure compliance with organizational processes and procedures

Language requirements

Sound working knowledge of English, French and Dutch

Education

Bachelor degree or equivalent by experience

Telework

50% on-site (Brussels near Central Station) & 50% homeworking

Required experience / knowledge

At least 5 years of experience in a large IT-environment

Technical experience

mandatory

• Affinity with and knowledge of end-user tools (hard- and software)

• Microsoft 365 suite

preferable

• Service Management Tools (Service Now)

• Asset Management Database (CMDB - HAM)

• Automation skills (PowerPlatform)

Business experience

mandatory

• Affinity with the Agile Way of working

• Strong organizational insights

• Familiar with various IT systems

• Experience in project coordination

preferable

• Experience in a support environment (helpdesk, field support) and with the associated processes

Soft skills

• Ability to see the overall picture (helicopter view)

• Structured approach and result driven

• Ability to respect deadlines and budget

• Decision-making

• Strong communicating and diplomatic skills

• Customer-oriented

• Proactive

• Team spirit

Work Regime

• 100% or 80%