IT Support

Avance Consulting; Utrecht; On-site; EUR 90,000 - 120,000; Full time

Job summary

Avance Consulting in Utrecht seeks a Regional Lead GIS to oversee IT infrastructure operations across regional offices and distribution centers. You will manage outsourced partners, coordinate with Global Field Support, and drive cost-efficient technology solutions while ensuring GIS policies are followed.

Responsibilities include leading a team of operational support and process management personnel, enforcing SLAs, and driving continuous improvements in ITIL processes across Europe & EMEA.

Qualifications

• Bachelor’s degree in computer science, Information Technology or Business Administration.
• Seven (7) years of experience in information technology, including five (5) years’ experience supporting infrastructure technologies.
• Excellent interpersonal and communications skills.
• Strong technical skills and experience with core infrastructure concepts.
• Hands on experience managing infrastructure projects.
• Advanced level English as well as local language if applicable, written, and verbal.
• Provide effective IT support for the businesses in the Europe & EMEA region.
• Work effectively with GIS Infrastructure tower managers and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the Europe & EMEA region.
• Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers).
• Ensure a thorough analysis of service results and respond to any escalated service delivery issues.
• Proactive analysis of areas for improvement together with proposals for solution delivery.
• Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes.
• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables.
• Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations.

Responsibilities

• Oversee infrastructure operations across regional offices and sites.
• Manage outsourced partner resources and ensure SLA adherence.
• Lead ITIL process improvements and governance.
• Coordinate with GIS teams and leadership to deliver end-user services effectively.

Skills

Interpersonal communication

Technical infrastructure

Project management

English proficiency

Regional coordination

Education

Bachelor’s degree in computer science, Information Technology or Business Administration

Tools

Asset management system

MS SCCM

CMDB

Job description

ITIL Process Management - Incident Management, Request Fulfilment, Change Management, Problem Management, Knowledge Management and Asset Management:

• Provide effective IT support for the businesses in the EUROPE & EMEA region
• Work effectively with GIS tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the EUROPE & EMEA region
• Manage outsourced provider international teams consisting of local support provider and OSS associates resulting in a positive and productive experience for users with their end-point devices
• Oversee activity and responsibility of remote campus engineers
• Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers)
• Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery
• Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes
• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables
• Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations.
• Champion ITIL standards across GIS teams
• Review and approve knowledgebase articles for accuracy and relevance

Operational Support - IT oversight of service partner ensuring that they are, resolving tickets within SLA and delivering excellent service to stakeholders, including:

• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables
• Act as an escalation point for non-standard requests and to oversee complex end-user support incidents globally
• Guide service providers to identify recurring problems in the IT environment and insure corrective and preventative action plans are fully actioned by appropriate teams

Resources and Leadership - oversee a team of operational support and process management personnel:

• Working with Service Providers to ensure resource planning meets support needs of the business and management of ITIL processes
• Foster and promote strong collaboration within the team, wider IT function and the broader business
• Oversee and monitor the performance of the OSS organization against defined SLAs
• Perform other duties as required

Infrastructure Activities:

As a member of the Global Field Support and Regional Services GIS team, the Regional Lead GIS will be responsible for overseeing infrastructure operations activities and projects across the various regional office and site locations. The Regional Lead will be responsible for overseeing the outsourced partner resources in their region and work closely with the Global Field Support & Regional Services Lead. In addition, the Regional Lead will work closely with the IT leadership and business management located at site to assist with the development of cost-effective technology solutions for all aspects of the company. This person will also verify that GIS policies and procedures are being met and followed and planned projects are executed flawlessly in their region.

Qualifications & Requirements:

• Bachelor’s degree in computer science, Information Technology or Business Administration
• Seven (7) years of experience in information technology, including five (5) years’ experience supporting infrastructure technologies.
• Excellent interpersonal and communications skills.
• Strong technical skills and experience with core infrastructure concepts
• Hands on experience managing infrastructure projects
• Advanced level English as well as local language if applicable, written, and verbal
• Provide effective IT support for the businesses in the Europe & EMEA region
• Work effectively with GIS Infrastructure tower managers and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the Europe & EMEA region
• Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers)
• Ensure a thorough analysis of service results and respond to any escalated service delivery issues
• Proactive analysis of areas for improvement together with proposals for solution delivery
• Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes
• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables
• Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations

Preferred qualifications:

• Fundamental knowledge of Asset management system & CMDB preferred
• ANY Microsoft certified professional designation (MCSE/MCPS/MCSD) is a plus
• Experience with virtual desktop environment is a plus
• Demonstrated troubleshooting and problem solving skills
• Demonstrated customer oriented written and verbal skills
• Knowledge of MS SCCM or similar asset management systems
• Experience with desktop image development and deployment on a global scale
• Experience with managing large scale desktop refresh projects
• Experience with mobile device management (IOS tablets & smart phones)