Service Manager / Team Leader Position

For a client, we are seeking a Service Manager / Team Leader to lead an IT support team focused on maintaining the stability, security, and efficiency of an engineering IT environment.

Project Details

• Project Duration: Start ASAP, 2-year contract
• Location: Vlaams-Brabant, onsite with hybrid possibilities
• Language Requirement: English
• Experience: 6-10 years

Team Mission

Support and maintain critical IT services for engineering work, including:

• Active Directory domain management for engineering workstations
• Packaging, installation, and deployment of applications and software licenses used by engineering teams
• Management of technical filesystems and storage environments for engineering data
• Troubleshooting and resolving user issues related to engineering tools, workstations, and environments
• Lifecycle activities in the environment, such as OS upgrades and coordination of major software releases

Key Responsibilities

Team & Service Management

• Organize and coordinate daily team activities, workloads, and priorities
• Ensure smooth handling of incidents, service requests, and change activities via ServiceNow or similar ITSM platforms
• Define, implement, and continuously improve operational processes and workflows
• Analyse and enhance team processes, and establish new workflows
• Maintain service continuity, ownership, and accountability for all support activities within the engineering domain
• Transform the team into a high-performing support unit

Operational Excellence & Crisis Handling

• Lead and coordinate technical crisis situations affecting engineering operations
• Act as escalation point for complex issues and ensure timely resolution
• Liaise with management, engineering leaders, security teams, and key stakeholders during high-impact events
• Prepare post-mortems, drive corrective actions, and prevent recurrence of major incidents

Performance Management

• Define KPIs to monitor incident resolution, request handling, backlog, workstation availability, and service health
• Track, analyze, and report performance data to ensure support quality and continuous improvement
• Balance support tasks, project work, and crisis response to maintain operational readiness

Reporting & Communication

• Produce factual, data-driven reports on KPIs, service performance, crises, and ongoing projects
• Provide regular updates to management and stakeholders regarding operational status, risks, and achievements
• Maintain clear and transparent communication channels with engineering teams and internal partners

Core Competency Skill Sets

Technical Background

• Solid understanding of enterprise IT environments, especially:
  • Active Directory domain administration
  • Application packaging and deployment
  • Filesystem management and storage principles
  • Engineering workstation environments (Windows, Linux)
• Familiarity with ITSM tools such as ServiceNow
• Ability to reason and report according to Toyota Business Practices (TBP)
• Strong data science skills, with proficiency in Excel, PowerBI, and Python

Leadership & Social Skills

• Experience leading technical teams in a support or operations context
• Strong prioritization skills and ability to manage workloads under pressure
• Excellent problem-solving abilities and crisis-management mindset
• Effective communication with technical staff, internal customers, and management stakeholders

Additional Skills

• Experience in KPI design and service performance reporting
• Familiarity with engineering environments (CAD, simulation tools, etc.)
• Understanding of ITIL processes is an advantage