Manager 2nd line High Level Controls (Service Desk) Job in Veghel, Netherlands

A challenging role with Vanderlande will help you to develop your career and satisfy your ambitions. We are the global leaders for value-added logistic process automation at airports and in the parcel market, as well as a leading supplier of process automation solutions for warehouses. Our systems are operational at more than 600 airports – including 14 of the world’s top 20 – the world’s leading parcel companies, and 12 of Europe’s top 20 e-commerce companies.

Established in 1949, Vanderlande employs more than 4,500 people in more than 100 countries, all committed to moving our customers’ businesses forward. Our unique capabilities include integrating hardware, software and services into tailor-made solutions. The result is a distinctive track record in innovation, reliability and partnership. Our global presence provides an unrivalled 100 site-based teams, who ensure that our customers enjoy an optimum level of performance, 24/7.

Through building strong relationships – as well as enjoying our work and a more varied social life – the focus at Vanderlande is on the freedom to express ourselves while being trusted to deliver on every level. This is one of the key criteria on which Vanderlande has been assessed to become the number one Best Employer in The Netherlands for 2016.

If you’re ambitious and would like your career path to lead you to the fast-moving world of Vanderlande, then please contact us to set these challenges in motion.

Vanderlande – challenges in motion

Manager 2nd line High Level Controls (Service Desk) Job Description

Your department
Vanderlande is a dynamic, internationally oriented company in which a professional and passionate input is expected from all employees. Your department will provide technical support for all our customers within the three market segments Airports, Warehousing and Parcel. The 2nd line service desk operates internationally, with the task of supporting our customers and local service staff by analyzing problems and advising on high level control software solutions-related matters. This includes complex troubleshooting and problem solving with a number of technical aids. Our aim is to continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery.  You report to the Manager Global Service Desk, and you will be supported by several team leaders for our high level controls software solutions. 

Your position
You are responsible for managing the daily operation of the 2nd line service desk High Level Controls at Vanderlande internationally. You will be stationed in Veghel and Dortmund because our 2nd line service desks are operating at those two locations. Our main goal is to enable the different teams to coordinate urgent and complicated support issues by developing a customer centric mind-set.

• You develop, maintain, improve and standardize various support processes, procedures and systems in cooperation with relevant stakeholders. You support one-way of working and standard tooling
• You understand and use metrics constructively as a tool for service improvement. You can recognize trends and act upon them to drive improved behaviour and performance
• You set up new outposts of 2nd line service desks around the world and support development
• You coordinate with local line management to further align ways of working, implement ITIL standards and improve customer satisfaction
• You monitor and improve performance on Service Level Agreements, identify and implement ways to continuously improve the performance by teamwork with other departments
• You act as escalation point for the highly complex incidents and problems

Manager 2nd line High Level Controls (Service Desk) Job Requirements

Your profile
​You are a successful leader with proven ability to build, motivate and scale both management and (technical) operational teams, internationally. You have a strong ability to communicate and influence people to deliver their best performance and ensure that the agreements we made with our customer are fulfilled. You build and foster a “customer first” culture. 

• You have an education at bachelor or master level in a technical or IT subject
• You are experienced in software development, ICT or High Level Controls
• You can demonstrate success in cross functional influence and driving change in a matrices environment
• You are experienced with interpreting data analytics to derive insight and drive customer value
• You have excellent English and German communication skills, and another foreign language (preferably Dutch)
• Preferably you have an ITIL certificate on Expert or Master level
• You are willing to travel between Veghel and Dortmund offices (50/50) 

Manager 2nd line High Level Controls (Service Desk) Application Information

Our offer
​In the challenging and responsible position of Manager 2nd line High Level Controls (Service Desk), you will have the chance to make a significant contribution to the growth and profitability of Vanderlande Industries. Our organisation has been named for several years in a row as ‘Top Employer’ and ‘Best Employer’.We offer a full-time position in an informal and professional working environment with a lot of scope for personal development. As well as your fixed salary, you will receive the following secondary benefits:

• 27 days' holiday & 13 ADV days
• Flexible working hours
• Training opportunities
• Commuting allowance
• Pension scheme and group discount on insurances as healthcare, car and WGA

Manager 2nd line High Level Controls (Service Desk) Summary

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