Service Manager 

Location: Antwerp

Start Date: As soon as possible

Position Overview:

This role is part of the Application Maintenance Support organization, responsible for supporting a landscape of over 200 applications. The technologies primarily used include Drupal, Java/J2EE, SharePoint, and SOP-driven support, with some use of ASP.NET. 

Responsibilities:

• Oversee the daily operations of a service department, ensuring high levels of customer satisfaction.
• Work closely with the L1 support team and act as the first point of contact.
• Monitor service performance metrics and develop strategies for improvement.
• Address customer complaints and resolve issues in a timely manner.
• Collaborate with L2/L3 support teams to share initial analysis and detailed problem descriptions.
• Develop and implement service processes and protocols to enhance customer service.
• Prepare reports on service operations and present findings to upper management.
• Stay updated with industry trends and best practices to improve service offerings.

Qualifications:

• Previous experience in a service management role or similar position.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in using service management software and tools.
• Ability to work under pressure and manage multiple tasks effectively.
• A strong technical foundation is essential for making informed decisions and leading teams.

Skills:

• Customer-focused mindset
• Problem-solving abilities
• Organizational and planning skills
• Ability to communicate effectively with both technical and non-technical stakeholders