Engineering Manager User Support & Experience

JUMBO; Veghel; On-site; EUR 66,960 - 85,932; Full time

Benefits offered by this job

Gross salary between €6.000 - €7.700

Annual bonus up to 10%

30 days paid holiday

Pension plan

(Electric) lease car

Training budget and development opportunities

Daily fresh lunch and gym access

Colleague discounts on groceries

Job summary

JUMBO is seeking an Engineering Manager User Support & Experience to enhance IT support for head office and distribution centres. You will lead a team focused on improving services for over 3,000 users, driving automation, and collaborating with external partners.

The role involves managing IT processes and ensuring customer satisfaction through continuous service improvements. You will work in an informal, energetic environment that encourages initiative and development.

Qualifications

• Experience managing a team of IT professionals.
• Strong knowledge of incident and change management processes.
• Ability to drive automation and service improvements.

Responsibilities

• Lead a team to enhance IT support services.
• Oversee user support for head office and distribution centres.
• Utilize data to identify areas for service improvement.
• Collaborate with external partners for effective service delivery.

Skills

Team leadership

Data analysis

Process improvement

Customer satisfaction

Automation

Education

Relevant degree in IT or related field

Tools

Self-service solutions

Digital agents

Job description

Engineering Manager User Support & Experience

Job title (website)

Engineering Manager User Support & Experience

Type of vacancy

Job

Contractual hours

32-40

Field of expertise

Headquater

Managerial position

No

Summary

• You make sure thousands of colleagues can do their work without even thinking about IT. Through smart improvements, data, and automation, you continuously enhance support.
• Happy colleagues who can do their work without friction. You improve customer satisfaction and accelerate processes.
• You’ll work with adoption consultants, process owners, a service delivery manager, and onsite support engineers. Together, you continuously improve the service we provide.
• You’ll work closely with various tech teams and external partners. Together, you ensure everything runs smoothly.

As an Engineering Manager User Support & Experience, you ensure that IT support for head office and distribution centres runs seamlessly. You continuously improve processes and services. With data and smart solutions, you make work easier and faster for thousands of colleagues.

Get started! This is what you will do

You ensure colleagues can work without friction. Think of reliable devices, clear processes, and fast support. At the same time, you look beyond the traditional service desk approach.

You lead an internal team of around eight colleagues. Together, you improve services for approximately 3,000 users across head office and distribution centres. You support the growth of your team and encourage ownership.

You work with data on a daily basis and translate insights into concrete improvements. You analyse where requests come from, where processes slow down, and where improvements can be made. This can relate to lead times, usability, or customer satisfaction.

You drive automation. Wherever possible, you replace manual work with smarter solutions such as self-service and digital agents. This creates space to focus on what really adds value.

You collaborate with external partners who deliver part of the support, such as field support for stores and the service desk for office employees. You oversee quality and ensure everything aligns with internal processes.

You are the owner of key IT processes such as incident and change management and ensure these processes continuously improve in practice.

Your main responsibilities:

• Line management for a team of around eight colleagues.
• Responsible for user support services for head office and distribution centres.
• Ownership of incident and change processes across IT.
• Improve services based on data and insights.
• Reduce lead times and increase customer satisfaction.
• Drive automation and self-service solutions.
• Collaborate with suppliers and manage SLA agreements.
• Ensure clear processes and ownership within the team.
• Optimise device management and workplace services.
• Identify bottlenecks and directly improve operations.

Together we are Jumbo: This is where you will work

You will work in a close-knit and engaged team of around eight colleagues, including adoption consultants, a service delivery manager and process owners. Together, you make sure the service improves every single day. You will also work closely with external partners who deliver a large part of the service desk. You ensure strong collaboration and alignment between internal and external services.

The atmosphere is informal and energetic. We support each other, take initiative, and celebrate successes. With energy, humour, and the drive to get better every day.

We offer

• A gross salary between €6.000 - €7.700 per month (based on 40 hours).
• An annual bonus of max 10% of your annual salary, based on organisational goals.
• 30 days of paid holiday (with the opportunity to buy or sell days of paid holiday) and 8% holiday allowance.
• You build up a pension through participation in the Pension Fund for the Food Industry.
• A(n) (electric) lease car. We like to work together in the office, but you can also work partly from home.
• Room for entrepreneurship, growth and development. Not only in your job but also through our Jumbo Academy, online training through GoodHabitz and with a training budget.
• Daily fresh lunch in our Foodcafé, good coffee and fresh fruit. You can sport daily at our own Jumbo Gym for a small fee.
• Colleague discounts such as 10% off your groceries (up to €325 per year), participation in our collective health insurance or discounts through Beneftits at Work.