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IT Service and Support Operations Manager

Belgium - Hoboken
Information Systems
Information Technology

Posted on 09-07-2024

About Umicore

Reducing harmful vehicle emissions. Giving new life to used metals. Powering the cars of the future. As a global materials and technology group, we apply our specialist knowledge to offer materials and solutions that are essential to everyday life. We aim to be a clear world leader in materials for clean mobility and recycling and have turned our sustainability approach into an even greater competitive advantage. With ambitions like this, imagine what you could do?

About Information Systems

A global organisation. It’s not just those in our industrial sites and technical centres that are vital to Umicore’s growth. Across our support functions we ensure that we continue to grow and evolve – whether it’s by making sure our decisions are commercially viable, enhancing our reputation, building new customer relationships or finding the right people who can build on what we’ve already achieved. The variety of our work means we cannot stand still. We need to find new ways to do things, discover new solutions and develop new ideas. Which is where you come in.

What you will be doing

What you will be doing 

The IT Service and Support Operations Manager is responsible for the day-to-day operational management of all end user computing support services for Belgium and several European locations. 

You will act as the go-to technical subject matter expert on various standard and non-standard end user configurations, in the admin area, lab and production environments. On the system side, you will employ considerable technical skills and act as local escalation point and solution expert for customer's IT needs, with a strong focus on our production environment.

You will ensure Service Delivery is in accordance with agreed SLAs and in line with customer expectations and management guidelines. You will play a key role in achieving operational excellence and end user satisfaction in all aspects of the on-site support activities and infrastructure. 

On the people side, you will provide guidance and coordination to a team of technical engineers and overseas managed service providers. You will supervise the activities of suppliers and manage a small team of internal Umicore staff active in 1st and 2nd line on-site user support. 

Responsibilities include: 

  • L2 and L3 support
  • escalation point for users and IT service providers
  • complaint handling
  • ensuring adherence to globally defined standards, processes and procedures
  • analyse, advise and setup end user configurations in production environment 
  • leading small projects

Who we are looking for

Who we are looking for 

  • Bachelor of applied IT, Master in IT or computer science, … 
  • Minimum 5 years’ experience as senior end user computing L2 or L3 support 
  • Hands-on technical skills and experience in production environments 
  • Fluent writing and speaking in English and Dutch
  • Strong leadership skills, analytical thinking, problem-solving ability and drive for innovation and change
  • Very strong organizing, planning and coordination skills 
  • Mature, confident, assertive and dynamic personality, with excellent interpersonal and communication skills  

What we offer

We aim to lead the way. Not just for our customers, but for our employees too. That is why we strive to create a collaborative environment in which we can all succeed, and a culture through which we can all share ideas, develop our expertise and advance our careers. We engage in building an inclusive work culture that offers equal opportunities for all employees irrespective of their diverse backgrounds. As you would expect from a world-leading organisation, we will also reward your contribution with a competitive salary and benefits. With all this and more, imagine what you could do?

If our technologies can tackle some of the world’s most pressing challenges, IMAGINE WHAT YOU COULD DO