Service Assurance Manager

North Holland  ‐ Onsite
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Description

As the Service Assurance Manager (SAM) you are responsible for safeguarding the quality of IT service delivery to our end users. Since you are in close proximity to end users, you need to be able to grasp clear requirements, and advise/steer central IT to deliver services which are affordable and fit-for-purpose.

As the SAM EU community, they support up to 5000 technical users at different locations (Amsterdam, Rijswijk, Hamburg, Leuna, Ghent and London). The candidate will start with a focus on Amsterdam, where they support 1200 users in the labs and offices. This group of users are supported by 9 Onsite Support engineers from Tata Consulting, and 3 Lab engineers. As a SAM, you need to work with this group to deliver best in class services. In case services are disrupted, it is your task to minimize impact on our users, restore services and develop an improvement plan. This is not done in isolation, of course. So to a large extent you depend on your colleagues in the wider IT-organization. All in an agile way-of-working (eg sprints, Kanban etc.). Maintaining the status-quo is not sufficient in itself, and they are actively seek to improve our ways-of-working.

For 2019, they have some high visible projects in Amsterdam which requires our oversight. Think about upgrading Lab PCs from Windows 7 to Windows 10, implementing a secure cell for the labs, renewing our Wi-Fi system etc. As a SAM, you need to be able to minimize impact on our users, and increasing their productivity.

You won't do this alone. The team lead is based in Amsterdam, and the other SAMs are eager to support you in delivering the best services to our end users.

Michael Bailey International is acting as an Employment Business in relation to this vacancy.

Start date
ASAP
Duration
1 year
From
Michael Bailey Associates - Amsterdam
Published at
20.03.2019
Project ID:
1744307
Contract type
Freelance
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