Groupleader Service Desk Job in Veghel, Netherlands

A challenging role with Vanderlande will help you to develop your career and satisfy your ambitions. We are the global leaders for value-added logistic process automation at airports and in the parcel market, as well as a leading supplier of process automation solutions for warehouses. Our systems are operational at more than 600 airports – including 14 of the world’s top 20 – the world’s leading parcel companies, and 12 of Europe’s top 20 e-commerce companies.

Established in 1949, Vanderlande employs more than 4,500 people in more than 100 countries, all committed to moving our customers’ businesses forward. Our unique capabilities include integrating hardware, software and services into tailor-made solutions. The result is a distinctive track record in innovation, reliability and partnership. Our global presence provides an unrivalled 100 site-based teams, who ensure that our customers enjoy an optimum level of performance, 24/7.

Through building strong relationships – as well as enjoying our work and a more varied social life – the focus at Vanderlande is on the freedom to express ourselves while being trusted to deliver on every level. This is one of the key criteria on which Vanderlande has been assessed to become the number one Best Employer in The Netherlands for 2016.

If you’re ambitious and would like your career path to lead you to the fast-moving world of Vanderlande, then please contact us to set these challenges in motion.

Vanderlande – challenges in motion

Groupleader Service Desk Job Description

Global Services has grown to become one of Vanderlande’s core businesses and is growing rapidly. We are actively involved in approximately 700 service contracts projects in 105 countries. The Service Desk is our first point of contact for many customers and is 24/7 service. The Service Desk operates in the domains of IT, controls (PLC), (high-level) software and mechanical solutions. 

Your position
For the International 1st line Service Desk located in Veghel, we are searching for a Manager Service Desk. This 1st line Service Desk services over around 250 customers located in different regions. Your main responsibilities cover 

• The daily management of the 1st line Helpdesk, the majority of the Service Desks employees is located at Vanderlande Netherlands (approx. 15 FTE)
• Professionalizing 1st line Service Desk by improving the teams structure, competences and standard ways of working, with the goal to increase customer satisfaction. 
• Acting as escalation point for the highly complex and structural incidents / problems
• Performance management based on the use of key metrics in order to improve the service experience. Collecting and analyzing data and turn into information to act upon and drive improved behavior and performance.
• Further mature regional 1st line service desks in different regions around the world, working with regional/ local management to implement standard ways of working (ITIL) and developing competences.
• Managing (monitor and improve) performance on Service Level Agreements, identify and implement ways to continuously improve the performance by teamwork with other departments 
• You develop, maintain, improve and standardize various support processes, procedures and systems in cooperation with relevant stakeholders. You drive the maturity development of the servcidesk towards implementation of global standards and global tooling.

• 27 days vacation & 13 ADV (working hours reduction) days
• Flexible working hours
• Training facilities
• Collective pension scheme and insurance facilities for healthcare, car, WGA (Return to Work Scheme for the Partially Disabled) etc.

Groupleader Service Desk Job Requirements

Your profile
You are a successful leader with proven ability to build, motivate and scale both management and operational teams. You have a strong ability to communicate and influence people to deliver their best work and ensure that our customer can deliver. You build and foster a “customer first” culture. 

• You have a Bachelor's or Master's degree
• You have leadership experience in managing teams to meet and exceed operational performance goals. 
• You have proven experience in Change Management with regards to professionalizing ways of working and behavioral aspects of services.
• You have proven experience in the IT / Controls business and are an expert in implementing industry standards like ITIL.
• You have proven experience in Service Desk management (at a professional level of 10+ FTE)
• Experience in doing business in an international environment 
• You can demonstrate success in cross functional influence and driving change in a matrices environment 
• You are experienced with interpreting data analytics to derive insight and drive customer value 
• You have excellent communication skills in both Dutch and English and preferably a third language 

Groupleader Service Desk Application Information

Please apply with your CV and cover letter by the 'apply' button below

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Groupleader Service Desk Summary

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