Service Square Support Lead

7 maanden geleden


Veldhoven, Nederland ASML Voltijd

**Introduction**

Founded in 1984, ASML is the world's leading provider of lithography systems for the semiconductor industry, manufacturing complex machines that are critical to the production of integrated circuits or chips. ASML has its headquarters in Veldhoven the Netherlands and has R&D and manufacturing operations in North America, Asia and the Netherlands.
ASML Business Services (ABS) is a step forward to support and unburden ASML.

ASML has defined ABS as a companywide business priority. ABS is ASML’s provider of well-defined services, leveraging cross-sector, highly quality, and compliant processes to be prepared for growth.

**Introduction to the job**

This role is situated in ABS IT Operations, which is part of the ABS Organization. Our people are proud to be best in class in enabling ASML's employees in their challenge to deliver high class services to our customers around the world.

Aligned with ASML’s ambition to unlock the potential of people and society, ABS delivers excellence in execution of Business Services, to fully support and unburden ASML by optimizing and operating well defined services. To do that we leverage cross-sector, high quality, compliant and efficient processes. With our cross-sector collaborating teams we deliver world-class automated, transactional services with clear accountability and ownership of process data and technology.

Responsibility for overseeing and improving end-user experiences with services as IT Service Desk, CRE & Facilities Service Desk, People Operations, Finance Operations, Smartphone Support and IT On Site Support services. Focus on daily delivery, operational stability, hospitality and continuous improvement within their designated areas. They work closely with IT service teams to ensure seamless business operations and oversee various services within their domain. The main goal of this role is to achieve excellence in service provisioning, effectively managing operational tasks, and adhering to allocated budgets. By doing so, enhancement of end-user satisfaction and streamlining service delivery across the organization is ensured. The described services are intended to end up in 1 central Service Square in due time.

**Your responsibilities**

Oversee a small operational team comprising of individuals with a relatively uniform skill set. They directly supervise the work of 5-10 subordinates and/or a small group of outsourced population (approx. 30), ensuring smooth coordination and collaboration within their group. Their responsibilities involve integrating people-related deliverables within their team's scope and fostering cooperation with adjacent functional and operational disciplines. This requires a comprehensive understanding of interfaces with other departments and parties involved in service delivery.

Activities:

- Ensuring that the operational teams deliver essential support services to end-users within the defined domain, aligning with agreed budget, performance levels, and expectations.
- Establishing and maintaining all necessary Service Management processes, Operational Level Agreements, and underpinning contracts to support efficient service delivery.
- Proactive monitoring and reporting on the performance of support services, identifying areas for improvement and implementing quality enhancement processes.
- Understanding the support role with an end-to-end service mindset, ensuring seamless service delivery across all components.
- Collaborating with delivery teams to identify opportunities for optimizing support services, communicating outcomes and recommendations with stakeholders.
- Managing and optimizing support operations or contracts with suppliers to ensure cost-effectiveness and service excellence.
- Overseeing the management of costs related to support services within the assigned domain, optimizing resource allocation to meet customer specifications and service levels.
- Monitoring end-user satisfaction and ensuring that support services meet their expectations and requirements.
- Providing clear work instructions to ensure effective support service delivery and establishing work schedules as needed.
- Ensuring adequate resources are allocated to meet customer specifications and maintain service levels in support operations.
- Contributing to the acceptance of new or adjusted support services from projects, ensuring they meet agreed service levels and comply with security and compliance frameworks.
- Ensuring that support services operate in line with the Security & Compliance Framework, organizing appropriate controls and compliance measures.
- Serving as a service account manager for sectors within the organization, fostering strong relationships and ensuring efficient delivery of support services where hospitality is key.

**Education**

Bachelor/ Master

**Experience**

Experience in leading small to medium-sized teams.
- Domain knowledge in the various described services is a pre.
- Experience with delivery


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