Service Lead Expert Digital Workplace

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Want to boost your career in a Service Lead Expert Digital Workplace role? Join our Local Managed Staffing team at NRB!

The NRB Group, now a leader in Belgium's ICT sector, offers a wide range of IT services to meet all your IT needs, from Infrastructure & Cloud to Software Development, Consultancy & Managed Staffing.

Find out more here.

Access to the many IT services is through the digital workplace (PC, tablet, smartphone, phone, mail, shared drives, SharePoint, etc.) and is therefore crucial for our client's employees given the many challenges they face. To manage the full scope of Digital Workplace services, our client's IT division is looking for a Service Lead in the field of Digital Workplace Services.

The mission

The Service Lead Digital Workplace directs the various service activities required to deliver the Digital Workplace Service to the staff. He does this by coordinating teams internally at our client, at the strategic partner GBS IT and other subcontractors. He monitors the IT demand process and resolves non-standard requests and complaints coming from the business. He develops programs and procedures to improve the performance of Digital Workplace service.

The Digital Workplace Service incl.:

• About 3.000 workplaces: laptops, desktops, tablets…

• About 3.000 End Users

• Print services

• Mobile telephony

• Mail, Teams…

• Home & Shared Drives

• Helpdesk and proximity services

• Etc.

Activities

• He/she ensures that End Users are satisfied (>80%)

• He/she coordinate the concerned delivery teams internally at IT, at strategic partner GBS IT and other subcontractors

• He/she coordinates between the different service delivery team

• He/she monitors the quality, volumes and the cost of the BU Digital Workplace Service

• He/she trains the LBFA community to perfectly apply the BU Digital Workplace Catalogue within the demand process and to assist him/her in the monitoring of the quality, volumes and cost of the Digital Workplace Service

• He/she ensures that all BU policies are followed.

• He/she reviews and resolves escalations

• He/she develops and execute programs and procedures to improve the performance of BU Digital Workplace services.

• He/she is responsible for End User Adoption and communication.

• He/she act as project Manager for the smaller Digital Workplace projects (e.g. AIP roll-out, setting up IT consumption reporting, setup IT Portal, increase use of MyPortal for request...)

• He/she reports about the Digital Workplace services to the different steering committees

Prerequisites

• Trilingual (English – French – Dutch)

• BE NSA Security Clearance level SECRET (or will obtain this in the near future)

• Master's degree or equivalent through experience

• 5 or more years of experience in Digital Workplace Services

• Very experienced with end-user adoption programs and effective end-user communication

• Must have a B driving license and a car

• Team player, able to work in a collaborative way

• Able to work independently, takes initiative and has a problem solving focus

• Analytic skills (what’s best for the company, process, users)

• Quality Minded

• Good relationship skills

• Good documentation skills

• Good communication skills

• Training skills

• Clear understanding of the profession

• Strategic vision

• Aware of the stakes

• High regard for procedure

• Understanding of the market

• A synthetic mind

Our offer

• Contractual flexibility, a permanent contract or a freelance assignment;

• Flexible working hours with the possibility of teleworking (1 to 3 days a week);

• A team of enthusiastic, professional and talented colleagues in a good mood and atmosphere;

• Personalized career coaching to support your development;

• A company with a pleasant, dynamic and innovative working atmosphere.

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