Ensure the expected IT performance and service delivery for the BeLux zone in close collaboration with the Regional IT head of Production, the head of IT BeLux and other IT pillars.
Ensure the stability and performance of IT Operations in the BeLux zone. Eg (non-exhaustive list) Phone, local network, local applications, and underlying infrastructure…
Ensure the delivery of a consistent and highly cost-effective end to end workplace provisioning service across the region, in accordance with the “Branch Office” Services as described in the Adecco Service Catalogue.
Ensure service delivery of the Application Service Desk including Incident Management, User and Knowledge Requests and Access Management processes in alignment with the local software development team, global IT teams and vendors.
Ensure the delivery of Data Centre and Group services where appropriate as described in the Adecco Service Catalog are available; ensure data center performance and operation is reliable and compliant with the respective SLAs
Ensure the delivery of reliable connectivity (LAN/WAN) up to the office workplace (physical devices at the desk of the end-user), everywhere, anywhere according to agreed SLA’s. This includes the connectivity to the physical locations (e.g. branches; headquarters) as well as delivering fixed and mobile telecommunication solutions to the end-user.
Drive synergies across the business and different countries
Support & manage Global/Regional IT production activities when it comes to architecture, procurement, compliance, security &audit
Manage change in an agile way, following/managing The Adecco Group project management methodology
Main Accountabilities/Measured On:
Accountable to the IT Production services delivered in the Belux zone
Customer satisfaction on the stability and performance of solutions/services delivered in the country.
Trend of IT production KPI’s (availability, number of incidents, problem status, changes implementation).
IT Financials indicators (Budget, Forecast and Actuals).
Identify and execute pro-active actions to ensure continued stability and performance
Rollout of global and local initiatives in his area.
Work closely with Business Partners and Business Leaders satisfaction through 360° feed-back.
Responsible on Compliance at regional level and for all remediation plan in collaboration with Audit teams and IT Security Risk and Compliance.
Local Country Board
External Partners, suppliers
Solution Delivery Managers
Security, Risk and Compliance
Peers in IT Production in other countries
IT Production managers
Main Tasks & Responsibilities:
Represent IT Production in regular IT country meetings chaired by local Head of IT.
Attend country board meetings to present status of IT Production and action plan progress if required by the local Head of IT or other local board members.
Participate to steering of local IT Production projects.
Permanent member of the country Change Advisory Board.
Key contact for local operations escalations.
Identify and execute pro-active actions to ensure continued stability and performance.
Responsible for implementation and adherence of global IT/OTD processes.
Managing local IT Production budget (budget, forecast and actuals).
Help to cover for other Country IT Production Managers as needed.
Work closely with BPs and Business Leaders to ensure direct feedback from business.
Provide recommendations that will ensure a customer focused, consistent and cost-effective IT Production services.
Direct teams or suppliers that execute IMACD / soft IMACD activities.
Direct teams or suppliers that deploy and maintain infrastructure that support opening, moving, and closing of physical locations.
Responsible for end user printing / Branch office printing.
Responsible for end user Voice devices and branch telephony support (excluding Voice/Data from a carrier perspective or the telephony solution itself as this will be in Network).
Manage demand and capacity of the IT production teams in that country.
Ensure Service Desks are run in accordance with agreed Service Level Agreements and is compliant with audit requirements (internal & external) and local regulations within the respective country.
Implementation and execution of the overall IT Production strategy within the country in charge.
Manage the efficient operation, maintenance, and support for the following defined technology areas in the country:
o Networking (Wired and Wireless, incl. Cabling Standards)
o Communications (Incl. Voice, VOIP, IVR, CTI etc.)
o End User Devices and Tools related to networking
o Security (incl. Firewall, Proxy servers, IPS, Content Filtering, DNS etc.) if applicable
o Fixed and mobile telecommunication solutions
o Internet access and capacity
Establish career development plans, training for direct reports and provide appropriate mentoring and coaching in line with HR principles. Conduct timely annual and interim performance reviews and set objectives to cultivate a culture of high performance. Ensure that the team develops requisite level of customer and technical knowledge to effectively manage relations with Adecco internal customers. Development and also Succession Planning with Business Partners and peers
Management Responsibilities & Decision Power:
A very strong people manager for all IT production staff within the BeLux zone with the exception of Global IT Production function.
Take part of Country IT meetings, steering local committee.
Responsible for the provisioning IT production resources in the country with limitation to Service.
Desk, Branch Office, Network and Datacenter.
Responsible for the delivery of all IT Production services aligned with global IT Production guidelines.
Support Roll out of all projects and implement the global IT Production strategy.
Support Local IT Head in developing ABCs and BCs for infrastructure projects.
Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork.
Good ability to convince.
Ability to act under strong pressure and to manage efficiently crisis situations.
Good in leadership, developing team members by inspiring, encouraging and providing constructive criticism to help improve performance.
Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience, and common sense.
Professional & Leadership Experience:
Minimum 3 years of experience in a IT Production position of comparable complexity.
Excellent and broad technology knowledge.
Excellent Infrastructure and Operations background.
Proven track record and experience of successful management of technical teams including career development, performance feedback and evaluation.
Experience in working within a Global company.
Experience in owning and managing a substantial Budget.
Education & Training:
University degree preferably in technical subject or any comparable education.
ITIL 3 certification.
Project Management education and experience.
Excellent command of language used in the country.
Preferably physical present in the country.
Willingness and ability to travel.
Good to excellent command of English and the local country language(s).
- Leading and Managing Change
- Strategic Planning
- Change Management
- Warm Heart
- Cool Head
- Working Hands
- Curious Mind
If interested, please apply at Head of IT Production (indeed.com)