Service Square Support Lead

4 maanden geleden

Veldhoven, Nederland ASML Voltijd

Description

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 of products and services is a must.

Skills

Customer focus; End to end service quality focus; Business Process Management (BPM); Collaboration (behavior); Effective communication (behavior); Results driven (behavior); Ensures accountability (behavior); Decision making (behavior); Demonstrating self-awareness (behavior); Analyze data with logical thinking; Certified in Lean Thinking.

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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