Leuven, Flemish Region, Belgium
· Spearhead IT service management for Assurance & Advisory lines, ensuring services are delivered efficiently, securely, and cost-effectively. · Drive continual improvement initiatives by identifying bottlenecks and inefficiencies, implementing best practices, and utilizing ITIL methodologies. · Serve as the primary liaison between IT and business units, understanding business needs and ensuring optimal IT support. · Manage supplier relationships, supporting procurement and legal teams with contract negotiations and performance monitoring. · Develop and manage operational Run IT budgets, optimizing costs while maintaining service quality. · Regularly report on IT service delivery and SLA performance, analyzing trends and proposing improvements.
· Oversaw incident management processes for Daikin and ENGIE Fabricom accounts, ensuring SLA compliance for an average of 9000 tickets per month. · Enhanced incident and request-related processes, leading to improved efficiency and customer satisfaction. · Conducted weekly operations meetings with customers and provided comprehensive monthly reports to Service Delivery Management. · Managed complaint resolution and sought automation opportunities to reduce costs. · Trained service desk agents and incident managers in Rabat, enhancing team capabilities and performance.
· Led a diverse team of 1st and 2nd line service desk operators, including remote teams in Rabat and Madrid, supporting 16 major customers. · Managed recruitment, training, and evaluations, ensuring high-quality service delivery and team development. · Collaborated with Incident, Problem, and Change Management teams to ensure smooth handling of incidents and requests. · Conducted assessments and optimizations of service desks, including the Daikin servicedesk in Madrid, improving local processes and operator skills.
· Ensured optimal quality of department services through daily checks of ticket quality and communication. · Provided additional training for agents as needed and reported results to management regularly.
· Delivered 1st line support for multiple customers, including SWDE, Le Forem, Asco, and Sanoma Magazines. · Promoted to Single Point of Contact (SPOC) for communication between the department and customers, assisting in SLA meeting preparations.