As an End­User Support Cluster Manager, you lead the IT support team in the North Europe
cluster to ensure that IT support needs are met efficiently and effectively.

Support :

• Organize IT support activities and ensure that issues are resolved within the specified timeframes
• Analyze support request trends and propose improvements to reduce IT problems and downtime
• Manage IT assets within your cluster (equipment and contracts)
• Validate consistency and adherence to standards

Project :

• Coordinate assigned projects in collaboration with stakeholders, while following the methodology
• Regularly communicate and work closely with stakeholders to ensure successful project execution
• Ensure that project operation documents enable support

Infrastructure :

• Ensure the operational condition of local infrastructures
• Propose and implement infrastructure upgrade plans and budget tracking in collaboration with Business Relationship Managers
• Ensure the security of IT data and infrastructure within your cluster

Customer Service :

• Organize change management and tool adoption for users
• Maintain close communication with local business and various Business Relationship Managers
• Monitor performance indicators as defined by the department

Security and CSR :

• Enforce and promote company rules and policies
• Inspire, motivate, and unite teams around security practices
• Lead by example

Management :

• Create and/or establish the necessary conditions to motivate the team :

• Foster a climate of enduring trust
• Communicate regularly and respectfully with each team member (collective and individual times)
• Give meaning to the team's work (vision, objectives, indicators, priorities)
• Ensure equitable distribution of work among team members

• Ensure the development of each team member:

• Ensure smooth integration
• Define the work framework and associated expectations
• Provide regular feedback on each individual's work (positive feedback and areas for improvement)
• Continuously assess :

• That each team member has the necessary skills for their role, for example, by proposing internal and/or external training actions, mandatory refreshers, …
• Participate in a development plan tailored to the needs of each team member, for example, by delegating tasks or involving them in new projects…

• Encourage each team member to propose new ideas and imagine solutions
• Uphold company rules (security, labor laws, internal regulations, collective agreements, team code of conduct, values, and ethics) and ensure compliance
• Provide guidance and participate in the implementation of disciplinary measures

This position can be based in Netherlands.

Required profile :

• Advanced knowledge of ITIL
• Familiarity with project management methodologies and tools
• Strong technical skills in IT services (Office 365, Systems, Networks, etc.)
• Ability to lead, motivate, and effectively manage a team in an international context
• Leadership and strong intercultural orientation
• Good organizational skills to manage priorities and meet deadlines
• Adapt behavior and communication based on clients (internal, external)
• Customer-oriented
• Ability to work in urgent situations and manage multiple tasks simultaneously
  
  

You will be supported in your new role by the EUS management team.

You will have 3 interviews :

• a "manager" interview
• a validation interview
• a HR interview