As (Associate) IT Client Service Manager (IT Workplace Service), internally referred to as (Associate) Engineer IT Technology and Infrastructure, you will be responsible for managing IMAC and stock teams of consultants for the operational delivery of end-user hardware and software.
You will act as the primary contact point for the business in the following scope : IMAC (Install, Move, Add, Change), stock management, asset management and IT end-users hardware and software procurement to ensure optimal and reliable service delivery to all EIB users.
You will have a hands-on role to oversee our IMAC and stock management teams. You will manage the end-user IT procurement and ensure the lifecycle of IT end-user devices.
You will report to the Head of Client Services Unit.
Contribute to the development, communication and implementation of policies, procedures and strategies for IT end-user services, as well as guidelines for end-user hardware and software
End-to-end responsibility for executing key IT processes in the domain of end-user services, namely IMAC and stock management
Supervise the Managed Print Services contract and act as the first point of contact the relevant incident management process
Coordinate and support the implementation of IT solutions and processes, ensuring user satisfaction remains high
Monitor, follow-up, report, analyse and escalate service delivery results against Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) related to Service Request Fulfilment, focusing on managing and resolving discrepancies or referring to specialised experts, if required
Manage the implementation of new requirements / requests and their inclusion in the service request catalogue; ensuring predictability, cost control and collaboration with sourcing and contract managers, including the relevant procurement tasks
Manage the software and hardware lifecycle and associated Configuration Management Database (CMDB) updates and perform regular inventory checks
Strive for continuous improvement of the end-user services and proactively submit proposals for the evolution and constant improvement of the services provided
University degree preferably in computer science
ITIL and Project Management Certification would be an advantage
At least 3 years of experience in any of these IT areas : IMAC, client services, end-user, service management, ITIL process, workplace and / or stock management
Experience on Microsoft cloud products particularly MS Teams and Office 365 would be an advantage
Proven experience of delivering IT client services, preferably in IT service delivery or projects for the rollout of new technologies, or subscription based software, or Microsoft cloud solutions.
Experience in other infrastructure domains will be considered an advantage.
Good understanding of end-user hardware and software and experience in designing and implementing end-user policies, process and operational procedures
Good understanding of IT service delivery based on different delivery models, staff augmentation, and managed services
Up-to-date knowledge of market trends and development in the IT sector
Extensive technological expertise in IT, particularly within the IT asset management and infrastructure landscape, and within the hardware and software technical life cycle
Good understanding of IT procurement and service contract management. Experience in procuring software, hardware and services in a public sector environment would be an advantage
Experience working with multicultural and international teams, preferably working successfully with external service providers in a multisource environment would be an advantage
Excellent knowledge of written and spoken English and good command of French (*). Knowledge of another language of the European Union would be an asset.