For our customer we’re looking for a talented IAM Project Leader.
In the first place we’re looking for candidates with the “Anankei DNA”.
Our DNA embodies a positive and joyful attitude.
Dream IT , Trust IT, Go for IT !
We are looking for an experienced, self-confided, process-minded IT Manager to lead the Application Maintenance and Support domain. This person will be a corner stone of the team and the face to the customer.
Your goal will be to guide and lead the Application Maintenance team through the maze of multiple applications (various technologies, new and legacy), complex business processes, various internal and external suppliers, small and large projects changing or introducing new services.
A very VUCA environment needing a steady person acting as a light beacon for the team, the business and customers.
In practice, you will manage the performance of services & support to clients (internal and external) and ensure that service levels and customer expectations are met.
In order to achieve this, you will have to lead and guide your team to meet defined metrics/benchmarks. While making sure standards and processes are followed to provide effective customer service.
Focus on proper communication with all stakeholders (including international and other countries); and be an advocate of IT towards the Business at all times.
Your Tasks :
Lead a team of +-12 persons comprised of service desk, 2nd line, 3rd line and off-shore support
Train, coach and mentor your resources (internals, externals, on and off shore)
Oversee all of the requests, incidents and problems
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Develop Service and Business Level Agreements to set expectations and measure performance
Manage process for communicating outage/emergency activities to the organization
Manage vendor and partner relationships
Build business cases for problem management resolution
Work in close collaboration with facilities manager for hardware installed in different offices
Work in close collaboration with international and other countries
Responsible for business ticket escalation and P1/P2 ticket coordination
Your language skills : (Must haves)
Your background and experience :
Relevant hands on experience with managing service desk and/or operational teams
Experience with providing application support. (custom, application suits, cloud, legacy)
Good communication and interpersonal skills (both towards management as with technical members)
Great people mgt skills to coach, guide and lead the team
Process implementation, improvements and/or transformations (including change mgt) are part of your DNA
Proven financial skills to run teams, projects and processes within budget
Strong background knowledge on infrastructure (Citrix, AD, Telephony, printing, …) and Security (user mgt, role based authorizations, SoD)