Ontex is a leading international producer of personal hygiene solutions for babies, women and adults. We distribute in more than 110 countries through leading retailer private labels, as well as under our own brands.
The group employs over 11,000 employees, spread around the world. Ontex is listed on Euronext Brussels and is part of the BEL20® index and STOXX® Europe 600.
We are a fast growing company where people are the most valuable asset. To support our continuous growth and reinforce our IT team in Aalst we are looking for a Global Service Desk Team Lead.
The Global Service Desk Team Leader is part of the IT Infrastructure & Operations Team. In this role you will be responsible to coordinate all global support functions, and to setup and manage the overall gobal support process.
You will hold a key position to deliver added value to the business and to strengthen the position of the IT organization, as you are required to think with the Business and determine the strategy for the support landscape of the company.
Main responsibilities and key tasks
Establish and manage the companywide IT service organization (24 / 7, follow-the-sun , multi-language) and end-to-end service delivery at Ontex
Take ownership of and lead the change process to integrate the new processes related to service delivery
Take responsibility on the overall support landscape, ensure that every single business demand is taken into account, and that feedback is provided to the business
Close collaboration with the country and regional support persons, to ensure a global aligned approach towards customer satisfaction
Build, maintain and manage KPI’s & Service level agreements to provide a full insight of the support levels of IT towards the business
Lead, support and retain the local & HQ support people
Assign roles and responsibilities within the team, setup workgroups, and manage progression, in light of the business demands
Take budgetary responsibility on support related costs & contracts, with a realistic, cost efficient mindset
Drive change through the organization by creating an open and honest communication platform
Enforce the level of user satisfaction within the boundaries of the ICT rules & regulations
Respect all ICT procedures, embrace and uphold digital safety and provide feedback when needed
Min. 5 years of experience within a similar function
Min. 3 years within an international company, preferably stock market based
Proven (people) management skills
Experience with developing work methods, service business processes and strategies
Strong customer service orientation ( Customer comes first mindset)
ITIL Foundation v3 certified
Solid problem-solving skills
Hands on, result-oriented, proactive and responsible
Highly organized and strong follow-up skills
Team player, as well as able to work independently
Stress resistant and flexible
Ability and desire to learn
Excellent interpersonal and communication skills
Knowledge of English is must, other languages are a plus
What we offer
A professional environment ideal for your personal growth and career development
A fun working atmosphere where team spirit is the real deal
Exciting and challenging projects with an international scope
A competitive salary package in line with your experience