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Technical Manager

Technical Manager

TTC GroupAmsterdam Area, Netherlands
23 dagen geleden
Functieomschrijving

Role : IT Manager

Position : Permanent (Full-time)

Location : Amsterdam (Onsite)

The role is responsible for ensuring that IT service is provided across multiple agencies in the Netherlands and to support an additional country remotely. The primary goal of the IT Services Team is to ensure the restoration of services are achieved as quickly as possible while fulfilling all service requests in agreed timeframes. Therefore, there is a balance between restoration of services, proactive problem prevention and continually improving the services offered.

IT services are continuously being improved and developed; the support provided must therefore be continuously evolving as well. This role must ensure that teams within this remit are organised and motivated to meet the daily challenges while striving for operational excellence. This role will continually review the customer experience to deliver consistency across all sites while seeking strategic and operational opportunities to improve all services offered.

Key Responsibilities

  • Ensure the day-to-day operational activities within the markets are delivered to a high standard.
  • Provide managerial support and direction for the IT Managers and Field Services teams.
  • Manage / oversee all IT projects and assisting with the global programme teams where applicable.
  • Foster relationships between business stakeholders and IT whilst being the primary point of escalation to achieve high levels of service through developing credibility and anticipating needs.
  • Ensure adequate visibility of Major Incidents to local Management and the Head of IT Services Europe while managing ownership through to resolution.
  • Work in partnership with the agencies to deliver initiatives such as HAM, SAM, agency audits, office relocations and mergers to name but a few.
  • Participate and where necessary lead, compliance work and the associated audit processes ensuring adherence to global policies, for example ISO27001 certification.
  • Review and improve operational procedures in accordance with regional and global directives / guidance.
  • Create, present and act upon monthly service management reporting utilising ServiceNow, Power Bi and Excel for senior leadership and finance teams.
  • Own and manage the local IT Capex budget in association with Finance and the wider Europe IT budget.
  • Actively promote, market and communicate the IT service catalogue to the agencies. In addition to this, promote any additional services introduced as part of ‘a la carte’ initiatives at the regional or global level.
  • Act as a point of contact for all global teams and assist where necessary to deliver timely answers and resolutions
  • Develop through a combination of support, management, training, a clear career path for all team members while enabling a visible team spirit
  • Actively plan succession management

Secondary Responsibilities

  • Ensure all 3rd party vendors utilised in Europe to deliver IT services meet and adhere to the associated IT policies, NDAs and contracts
  • Establishing and maintaining a good working relationship with colleagues, 3rd party vendors and agency teams
  • Work with the Service Delivery Managers to ensure all sites have adequate staffing to be able to provide an effective IT service to the agencies
  • Deputise for your direct reports in their absence and manage their responsibilities and workload as appropriate
  • Ensure all IT areas (communications rooms, patch panels, support desks and IT storage areas) are tidy, with spare equipment labelled, tracked within the asset tracking tools and available for use
  • Adapt working hours to meet the IT service deliverables
  • Any other duties specified by the Head of IT Infrastructure Services Europe or the OCIO for the EIS team

    • Key Objectives

    In terms of Innovation : Change and innovation are regular activities within IT. An IT department will continually evolve the services it provides to better meet the requirements of its clients. The role is expected to proactively develop new services and improvements to the existing services in line with business needs and the overall IT strategy.

    In terms of service :

  • React to issues in a controlled and professional manner
  • Communicate with vendors in the language of systems
  • Communicate with the agency community in plain non-technical English
  • Be discreet when around or have access to confidential information
  • Ensure client pitch activities are supported to the highest standard
  • Ensure documentation is produced in a timely and accurate manner
  • Apply logical thinking and patience to derive solutions to problems
  • Accept responsibility to deliver a high standard of work
  • From time-to-time work under considerable pressure to achieve immediate results in all situations
  • Set realistic expectations with the agencies and deliver against them
  • Act as a role model for the IT team members and colleagues

    • Required Skills

  • Excellent communications skills
  • Effective analytical and presentational skills
  • Well organised and able to propagate this into the IT teams
  • Able to create a visible team spirit
  • Proactive, resilient with a ‘can do’ attitude
  • Comfortable with change and an ability to drive it
  • A working knowledge and understanding of agency operations and business priorities
  • An ability to generate analytical reports upon request
  • Educated to degree level or the appropriate experience
  • Project management qualifications are desirable
  • An accreditation of ITIL methodologies is an advantage; ideally to expert level, or the appropriate demonstrable knowledge
  • A thorough understanding of ITSM tools such as ServiceNow

    • Performance Measures

    Product driven measures :

  • Ensure all tickets are responded to within agreed SLAs
  • Ensure all tickets are resolved within agreed SLAs
  • Ensure expectations are set and managed throughout all levels of the Groupe while delivering excellent customer satisfaction across all agencies

    • Client relationship measures :

  • Set clear and realistic expectations for progress for tickets or projects
  • Ensure the wider communication is clear, accurate and effective
  • Communicate effectively for all major issues to all involved

    • Internal relationship measures :

  • 360° feedback
  • Performance v objectives, keywords :
  • Communication, teamwork, organisation skills, assertive, approachable, self-motivating, attention to detail
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    Technical Manager • Amsterdam Area, Netherlands