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The company

Our client is a leading provider of medical technologies for the health care industry including hospital beds, patient lifts, and non-invasive therapeutic products located in Amsterdam.

Role description

As a manager for EEMEA and APAC service delivery team you will manage a level 1.5 team that is expected to resolve incident calls at a high first call resolution. In addition, PC and ‘off the shelf software’ 3rd level issue resolution.  This position will manage multiple language client support and on-site support for English, French, Italian, German, Dutch, Spanish, Swedish, and Chinese.  

Responsibilities

  • Manage onsite support teams in large and small sites to ensure quality IT services within agreed upon service level agreements
  • Build working relationships with the business and support the International and emerging market growth initiatives related to client services
  • Management of high severity / production down IT issues
  • Implement global IT Client Services with regional
  • Will be called up to manage function specific projects like PC refresh, site moves, and site acquisition integrations. 
  • Sponsor IT learning sessions and end user Knowledge Management

Requirements

  • Metrics driven and attention to detail is critical
  • Able to manage through high pressure situations and exceptional communication skills. 
  • Vendor Management skills
  • ITIL Knowledge (Incident, Service Request, Problem, Change, Service Level, Knowledge Management)
  • Continuous Improvement
  • Ability to manage in a matrixed workplace
  • Project Management

Other information

Are you interested and do want to apply for this role, please fill out your application via the apply button below and contact Natasa Trivic.

 

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