Team Manager Central Service Delivery


Kapelle-op-den-Bos, BE

Mission and Context

As Team Manager of the Central Service Delivery team you are responsible for managing a team of Service and Product Managers. Next to team management, this function also concludes service management of the Service Desk teams at an external partner and the product ownership of the ticketing tool and chat solution. At process level, you own the Service Desk processes and collaborate in process design activities with a focus on continual service improvement.  

Roles and Responsibilities

  • Ensures the Service Desk is appropriately enabled to actively improve IT services for Etex users around the world and is aware about any initiative or change that impacts Service Desk processes.  
  • Ensures that the support organization has the knowledge and ability to perform the services.  
  • Aligns with Product Owners and Project Managers to understand the requirements for new services to be implemented and plans for service lifecycle.  
  • Closely collaborates with the Service Desk Manager to manage and execute requested services and represents this service across the organization. 
  • Manages the risk of operating the service in alignment with the service provider.  
  • Coordinates communication among support staff and development staff.  
  • Ensures that Service Portfolio/Catalog is accurate and is maintained and that any change to the services follows the current change management work practice. 
  • Participates in internal service review meetings (within IT) and in external service review meetings (with the service provider). 
  • Ensures that performance meets the requirements of SLAs and OLAs plus provides reporting and metrics on performance of service.  
  • Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service. 
  • Executes the Continual Service Improvement process (CSI). 
  • Regularly inform and advice management on Service Desk and team performance, issues and concerns 
  • Participates in decision making about designing and improving IT service management processes, in collaboration with the Transformation & Governance department.  
  • Motivates team members and assesses performance, communicates company goals, safety practices, and deadlines to team.  

Reporting line

You will report to the Head of Service Delivery  

Language Skills

You have an excellent knowledge of English . Any other European language is an asset but not required. 

Functional Knowledge and Skills

  • You have an IT or business master’s degree, product or domain knowledge in different technologies and experience in an international IT environment 

  • You have strong communication skills, presentation skills and interpersonal skills to deal effectively with internal and external stakeholders 

  • You can work independently, but at the same time you are a real team player who can motivate and inspire others 

  • You have strong leadership skills with a focus on empowerment and the capability to manage conflicts 

  • You are a catalyst for change and have experience in organizational change 

  • You have a focus on continuous improvement  

  • You have an excellent knowledge of English . Any other European language is an asset but not required. 

  • Pragmatic and hand-on knowledge of ITIL 4 and Service Management 

Work Location

You will be based in Kapelle-op-den-Bos, Belgium, part of the Service Delivery Department within Etex IT

Geographical Context and Travel Requirements

. Regular traveling to Service Desk locations in Hungary and India might be required. 

Etex Values and Competencies

Connect and Care
Passion for Excellence
Pioneer to Lead