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Overview
ASML is seeking a highly skilled Service Square Support Lead to oversee and improve end-user experiences with services such as IT Service Desk, CRE & Facilities Service Desk, People Operations, Finance Operations, Smartphone Support, and IT On-Site Support. The successful candidate will be responsible for daily delivery, operational stability, hospitality, and continuous improvement within their designated areas.
Responsibilities
- Ensure seamless business operations by working closely with IT service teams.
- Oversee various services within their domain, focusing on excellence in service provisioning, effective operational task management, and adherence to allocated budgets.
- Enhance end-user satisfaction and streamline service delivery across the organization.
- Directly supervise a small operational team, comprising individuals with a relatively uniform skill set, and ensure smooth coordination and collaboration within their group.
- Integrate people-related deliverables within their team's scope and foster cooperation with adjacent functional and operational disciplines.
- Establish and maintain necessary Service Management processes, Operational Level Agreements, and underpinning contracts to support efficient service delivery.
- Proactively monitor and report on the performance of support services, identifying areas for improvement and implementing quality enhancement processes.
- Collaborate with delivery teams to identify opportunities for optimizing support services, communicating outcomes and recommendations with stakeholders.
- Manage and optimize support operations or contracts with suppliers to ensure cost-effectiveness and service excellence.
- Oversee the management of costs related to support services within the assigned domain, optimizing resource allocation to meet customer specifications and service levels.
- Monitor end-user satisfaction and ensure that support services meet their expectations and requirements.
- Provide clear work instructions to ensure effective support service delivery and establish work schedules as needed.
- Ensure adequate resources are allocated to meet customer specifications and maintain service levels in support operations.
- Contribute to the acceptance of new or adjusted support services from projects, ensuring they meet agreed service levels and comply with security and compliance frameworks.
- Ensure that support services operate in line with the Security & Compliance Framework, organizing appropriate controls and compliance measures.
- Serve as a service account manager for sectors within the organization, fostering strong relationships and ensuring efficient delivery of support services where hospitality is key.
Requirements
- Experience in leading small to medium-sized teams.
- Domain knowledge in the various described services.
- Experience with delivery of products and services.
- Certified in Lean Thinking.
What We Offer
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. We recognize that diversity and inclusion is a driving force in the success of our company.
