Service Square Support Lead

9 uur geleden

Veldhoven, Noord-Brabant, Nederland ASML Voltijd
Job Description

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

  • Oversee a small operational team comprising of individuals with a relatively uniform skill set, directly supervising the work of 5-10 subordinates and/or a small group of outsourced population (approx. 30), ensuring 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, requiring a comprehensive understanding of interfaces with other departments and parties involved in service delivery.
  • Ensure that 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.
  • 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 is a prerequisite.
  • 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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