Our client provide the best insurance services and has placed great emphasis on human aspect, a key dimension in their relations with their employees. They are committed to provide a great customer service by listening and working closely with their clients to ensure they receive the best possible experience.
They are seeking a Service Delivery Manager Employee Services who is fluent in English and French or Dutch to oversee the timely and quality delivery of products and services provided by the RUN department to our colleagues. Its requires 2 days on-site and 3 days remote work.
- As a "primus inter pares," you collaborate with the Help Desk and User Support teams to deliver high-quality products and services to our colleagues. Your technical expertise allows you to reconsider and propose alternative solutions or reach a consensus.
- You oversee or contribute to the continuous improvement of the aforementioned teams by actively facilitating knowledge sharing and creating articles in the knowledge base.
- You maintain positive relationships with contacts in the RUN department, Technology Department, business, and external partners.
- You supervise and report on the adherence to internal SLAs and OLAs using designated tools such as ITSM and Monitoring.
- You provide feedback to the respective contract managers regarding the services for which you are responsible as a contractor.
- In collaboration with customer coordinators, you ensure effective communication with colleagues regarding ticket follow-up, releases, planned interventions, and P1 incidents.
- You independently handle escalations within your area of work.
- Together with your team, you ensure the implementation of decisions made by the PCAB.
- Your expanding knowledge and technical skills enable you to develop improvement projects, in collaboration with internal stakeholders and potentially external partners, to enhance service to our colleagues and improve internal efficiency.
- You are responsible for service changes within your team, either through your own initiative or through transfers from projects. You proactively take the necessary initiatives to accomplish this.
- University degree in computer science or equivalent through experience.
- Minimum of 5 years experience in a similar role or comparable projects.
- Demonstrated experience in employee services, particularly in the digital workplace, is essential.
- Excellent language skills in Dutch, French, and English (both written and spoken) within your field of expertise. Proficiency in all three languages is required.
- Analytical mindset with a strong focus on quality and customer service/satisfaction.
- Proactive and resourceful, with a solution-oriented approach.
- Structured and flexible in your work style.
- Effective communication skills.
- Team player.
- Ability to motivate a team and assume a coaching role is considered an asset.
- You will join a 100% Belgian and independent group, characterised by its cooperative and mutually supportive nature, where you can quickly make a meaningful impact.
- You will become part of their unique corporate culture, which is known for its positive and pleasant atmosphere and collegial approach, as appreciated by their current and former employees.
- You will join a group where management is accessible and close to its employees.
- Our Client places significant importance on maintaining a good work-life balance for its employees. You will have the option to work from home (up to 3 days per week), enjoy flexible working hours, and have at least 31 days of annual leave.
- You will work in our distinctive buildings in the heart of Brussels, near the Grand-Place and central station.
- You will receive a permanent contract with substantial non-statutory benefits, including meal vouchers, Eco-cheques, cafeteria plan, group and hospital insurance, teleworking allowance, attractive discounts on insurance products, etc.
- Our client are an insurer that shares its benefits with its employees, just as they do with their clients. You can expect various bonuses as recognition for your work.
- You will have the opportunity to enhance your skills and knowledge through a wide range of training opportunities. Their internal mobility policy allows for potential career advancement within the group.