Service Delivery Lead

4 weken geleden

Veldhoven, Noord-Brabant, Nederland ASML Voltijd

Job Summary

ASML is seeking a highly skilled Service Delivery Lead to oversee and improve 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. The ideal candidate will have experience in leading small to medium-sized teams and possess domain knowledge in the various described services.

Key Responsibilities

  • Ensure that the operational teams deliver essential support services to end-users within the defined domain, aligning with agreed budget, performance levels, and expectations.
  • Establish and maintain 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.

Requirements

  • Bachelor/ Master
  • Experience in leading small to medium-sized teams.
  • Domain knowledge in the various described services is a pre.
  • Experience with delivery of products and services is a must.
  • 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.

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