Service Delivery Analist
- Categorie: HelpdeskandTechnische Ondersteuning
Bedrijf: APG
Beschrijving: Academisch fulltime functie, 40 uur Als service delivery analist ben je verantwoordelijk voor het verbeteren van de dienstverlening aan de eindgebruikers via Service Level Agreements en voor het vaststellen van de verschillende onderdelen die nodig zijn om de diensten via Operating Level Agreements te leveren. Je beheert onderdelen van de totale verlening van de contractdiensten en je bent verantwoordelijk voor de kwaliteit en voor het aanpakken van servicefouten. Verder zorg je ervoor dat Service Delivery zich houdt aan de verplichtingen die aan het service level zijn verbonden en dat Service Delivery de klantfocus voortdurend verbetert door de behoeften van het bedrijf te begrijpen en daarop in te spelen. Jij bent er dus ook verantwoordelijk voor dat elke service de capaciteits- en beschikbaarheidniveaus levert die met het bedrijf zijn overeengekomen. Een andere primaire verantwoordelijkheid die je hebt, is het in stand houden van de herstelprocedures en de procedures voor bedrijfscontinuïteit, en voor het ontwikkelen van plannen en scenario's voor dergelijke procedures. Binnen APG ga je werken bij het nieuwe organisatieonderdeel Chief Information & Technology Officer (CITO) binnen de afdeling Asset Management. De CITO-organisatie is verantwoordelijk voor de informatievoorziening en de IT-functie van Asset Management. IT speelt een centrale rol als business enabler bij de zorg voor het soepel verlopen van de processen binnen Asset Management. CITO biedt niet alleen ondersteuning bij lopende zaken, maar ook bij de (strategische) zakelijke en door IT geïnitieerde wijzigingen voor Asset Management. CITO is gefocust op vertrouwelijke omgang met de klant, een globale aanpak, gecontroleerde eenvoud, (strategische) partnerschappen en excellente bedrijfsvoering. De CITO-afdeling Service Management & IT-Operations (SMO) is verantwoordelijk voor het leveren van betrouwbare IT-diensten aan het bedrijf. Als schakel tussen bedrijf en IT-leveranciers stuurt de afdeling alle uitvoerende activiteiten van deze leveranciers aan waarbij de focus ligt op servicetransitie, serviceverbetering en serviceverlening. De afdeling is tevens verantwoordelijk voor alle activiteiten van de servicedesk binnen de IT-gerelateerde en operationele processchaal van Asset Management. Je beschikt over een bachelordiploma of universitaire opleiding in de richting Economie, Financiële Economie en/of Informatiemanagement, Businessmanagement, MBA. Je hebt minimaal 3 jaar ervaring in een vergelijkbare functie in vermogensbeheer of in de financiële sector. Je hebt goede kennis van bedrijven (bedrijfsprocessen); inzicht in ontwikkelingen en behoeften. Je beschikt over gespecialiseerde kennis van service(delivery)management. Je beschikt over goed ontwikkelde communicatieve vaardigheden (zowel mondeling als schriftelijk). Je hebt uitstekende analytische vaardigheden. Je bent iemand die creatief is en die problemen weet op te lossen. Je spreekt vloeiend Nederlands en Engels APG is een aantrekkelijke organisatie om voor te werken. Niet alleen door de prettige en collegiale sfeer, maar ook vanwege de mogelijkheden die er zijn om je te blijven ontwikkelen. Bij APG kun je opleidingen en trainingen volgen die nodig zijn om op topniveau te blijven presteren. Je loopbaan bepaal je in hoge mate zelf. Een marktconforme beloning en goede arbeidsvoorwaarden zijn vanzelfsprekend waaronder een variabele beloning, flexibele werktijden en een ruime studiekostenregeling. Het maandsalaris voor deze functie bedraagt maximaal € 4.257,46 bruto op basis van een 40-urige werkweek. Wil je meer informatie over deze vacature, neem dan contact op met Janine Hochstenbach, Corporate Recruiter, +31 (6) 13 34 09 67. Ben jij de persoon die wij zoeken, klik dan op de llink, vul het formulier in en upload je cv. Een Pre employment screening maakt deel uit van de procedure. maximaal € 4.257,46 bruto
Locatie: Heerlen
Uren: Vast contract, onbepaalde tijd
Datum: 20-10-2011
Lees verder
| Service Delivery Manager Beschrijving: About Vistaprint As a young and rapidly growing company Vistaprint is the global market leader for web-to-print solutions for micro-businesses and consumers ranging from business cards to XL-posters. Day by day we handle an order volume of more than 63,000 customer orders. Our key to success is a pronounced focus on our customer’s needs as well as technology & innovation. As a globally operating company we operate offices around the world and serve more than 11 million active customers in more than 120 countries. Sector, organization & department information The sector Manufacturing & Supply Chain Capabilities Development (MSC) is responsible for the introduction of new production platforms and technology as well as consistent, leaner processes and systems. The Fulfill Demand (FD) organization is responsible for building, maintaining and extending enterprise-wide manufacturing and supply chain capabilities. Through partnership with our manufacturing operations in Canada, The Netherlands and Australia FD provides the capabilities to transform millions or web orders received from 24 websites into tangible products shipped to our customers around the globe. MSC and FD are both located in Winterthur, Switzerland. This position is located in Venlo, 30% travel to CH, US and AU. Job Overview In this position you will lead the local cross-functional MSC team including process, software and system engineers, as well as project managers. You act as the primary MSC representative in the hosting production facility (Venlo) and you are the primary advocate for Venlo within MSC. You can oversee the MSC local portfolio, ensuring client delivery of all MSC managed projects. You will also promote the continuous improvement of productivity, service quality and client satisfaction. This position requires constant communication with European, US and/or Australian management teams and production facilities. This position will also require the manager and his team to support local production facility needs and align them with the global engineering standards, corporate direction and common performance metrics. The MSC Local Delivery Manager is member of the MSC management team, associated with the plant (client) management team and reports to the Head of Fulfill Demand. Candidate profile Personal & leadership skills: • Technical Degree (Masters, Bachelors, or equivalent) in engineering, management or science. Master’s degree preferred. MBA is advantageous; • Strong client focus – ability to operate at Business Owner level (ex. Senior Manager/Director/VP level.); • Demonstrates a breadth and depth of global operational service delivery management expertise; • Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements; • Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment; • Strong commercial and financial awareness, impact and risk-benefit analysis; • Strong communicator at all levels. Needed: • Minimum 10 years experience in the engineering services industry in a global environment; • Minimum 5 years experience as a senior manager (Project Manager or Engineering/Production Manager) with direct reports and customer facing responsibilities; • Strong English and Dutch language skills. Recommended: • Work experience in the professional services industry ideally in a manufacturing environment; • Deep expertise in leading engineering teams across software, hardware and process disciplines and supporting clients on through oversight of project delivery tasks. Apply? Please sent your CV and motivation letter by using the 'Solliciteer nu' button below. Agency calls are not appreciated! Keywords: Service Delivery Manager, Vistaprint, Client, Productivity, Service Quality, Production Facilities, Global Engineering Standards, Manufacturing, Supply Chain Capabilities Development, Technology, Engineering, MBA, Technology, MT, Management Team, Engineer, Projectmanagement, Project Manager, Projectmanager, Consultant, Account Management, Accountmanagement, Software, Development, Research, Logistics, Grafimedia, Drukkerij, Graphics, WO, Universiteit, University, Matrix, Risk-benefit, Process, Services Industry, Venlo, Limburg, Eindhoven, Den Bosch, Weert, Roermond, Hightech, High tech, International, Internationaal Sector, organization & department information The sector Manufacturing & Supply Chain Capabilities Development (MSC) is responsible for the introduction of new production platforms and technology as well as consistent, leaner processes and systems. The Fulfill Demand (FD) organization is responsible for building, maintaining and extending enterprise-wide manufacturing and supply chain capabilities. Through partnership with our manufacturing operations in Canada, The Netherlands and Australia FD provides the capabilities to transform millions or web orders received from 24 websites into tangible products shipped to our customers around the globe. MSC and FD are both located in Winterthur, Switzerland. This position is located in Venlo, 30% travel to CH, US and AU. Job Overview In this position you will lead the local cross-functional MSC team including process, software and system engineers, as well as project managers. You act as the primary MSC representative in the hosting production facility (Venlo) and you are the primary advocate for Venlo within MSC. You can oversee the MSC local portfolio, ensuring client delivery of all MSC managed projects. You will also promote the continuous improvement of productivity, service quality and client satisfaction. This position requires constant communication with European, US and/or Australian management teams and production facilities. This position will also require the manager and his team to support local production facility needs and align them with the global engineering standards, corporate direction and common performance metrics. The MSC Local Delivery Manager is member of the MSC management team, associated with the plant (client) management team and reports to the Head of Fulfill Demand. Candidate profile Personal & leadership skills: • Technical Degree (Masters, Bachelors, or equivalent) in engineering, management or science. Master’s degree preferred. MBA is advantageous; • Strong client focus – ability to operate at Business Owner level (ex. Senior Manager/Director/VP level.); • Demonstrates a breadth and depth of global operational service delivery management expertise; • Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements; • Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment; • Strong commercial and financial awareness, impact and risk-benefit analysis; • Strong communicator at all levels. Needed: • Minimum 10 years experience in the engineering services industry in a global environment; • Minimum 5 years experience as a senior manager (Project Manager or Engineering/Production Manager) with direct reports and customer facing responsibilities; • Strong English and Dutch language skills. Recommended: • Work experience in the professional services industry ideally in a manufacturing environment; • Deep expertise in leading engineering teams across software, hardware and process disciplines and supporting clients on through oversight of project delivery tasks. Apply? Please sent your CV and motivation letter by using the 'Solliciteer nu' button below. Agency calls are not appreciated! Keywords: Service Delivery Manager, Vistaprint, Client, Productivity, Service Quality, Production Facilities, Global Engineering Standards, Manufacturing, Supply Chain Capabilities Development, Technology, Engineering, MBA, Technology, MT, Management Team, Engineer, Projectmanagement, Project Manager, Projectmanager, Consultant, Account Management, Accountmanagement, Software, Development, Research, Logistics, Grafimedia, Drukkerij, Graphics, WO, Universiteit, University, Matrix, Risk-benefit, Process, Services Industry, Venlo, Limburg, Eindhoven, Den Bosch, Weert, Roermond, Hightech, High tech, International, Internationaal |
| Service Delivery Manager Beschrijving: About Vistaprint As a young and rapidly growing company Vistaprint is the global market leader for web-to-print solutions for micro-businesses and consumers ranging from business cards to XL-posters. Day by day we handle an order volume of more than 63,000 customer orders. Our key to success is a pronounced focus on our customer’s needs as well as technology & innovation. As a globally operating company we operate offices around the world and serve more than 11 million active customers in more than 120 countries. Sector, organization & department information The sector Manufacturing & Supply Chain Capabilities Development (MSC) is responsible for the introduction of new production platforms and technology as well as consistent, leaner processes and systems. The Fulfill Demand (FD) organization is responsible for building, maintaining and extending enterprise-wide manufacturing and supply chain capabilities. Through partnership with our manufacturing operations in Canada, The Netherlands and Australia FD provides the capabilities to transform millions or web orders received from 24 websites into tangible products shipped to our customers around the globe. MSC and FD are both located in Winterthur, Switzerland. This position is located in Venlo, 30% travel to CH, US and AU. Job Overview In this position you will lead the local cross-functional MSC team including process, software and system engineers, as well as project managers. You act as the primary MSC representative in the hosting production facility (Venlo) and you are the primary advocate for Venlo within MSC. You can oversee the MSC local portfolio, ensuring client delivery of all MSC managed projects. You will also promote the continuous improvement of productivity, service quality and client satisfaction. This position requires constant communication with European, US and/or Australian management teams and production facilities. This position will also require the manager and his team to support local production facility needs and align them with the global engineering standards, corporate direction and common performance metrics. The MSC Local Delivery Manager is member of the MSC management team, associated with the plant (client) management team and reports to the Head of Fulfill Demand. Candidate profile Personal & leadership skills: • Technical Degree (Masters, Bachelors, or equivalent) in engineering, management or science. Master’s degree preferred. MBA is advantageous; • Strong client focus – ability to operate at Business Owner level (ex. Senior Manager/Director/VP level.); • Demonstrates a breadth and depth of global operational service delivery management expertise; • Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements; • Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment; • Strong commercial and financial awareness, impact and risk-benefit analysis; • Strong communicator at all levels. Needed: • Minimum 10 years experience in the engineering services industry in a global environment; • Minimum 5 years experience as a senior manager (Project Manager or Engineering/Production Manager) with direct reports and customer facing responsibilities; • Strong English and Dutch language skills. Recommended: • Work experience in the professional services industry ideally in a manufacturing environment; • Deep expertise in leading engineering teams across software, hardware and process disciplines and supporting clients on through oversight of project delivery tasks. Apply? Please sent your CV and motivation letter by using the 'Solliciteer nu' button below. Agency calls are not appreciated! Keywords: Service Delivery Manager, Vistaprint, Client, Productivity, Service Quality, Production Facilities, Global Engineering Standards, Manufacturing, Supply Chain Capabilities Development, Technology, Engineering, MBA, Technology, MT, Management Team, Engineer, Projectmanagement, Project Manager, Projectmanager, Consultant, Account Management, Accountmanagement, Software, Development, Research, Logistics, Grafimedia, Drukkerij, Graphics, WO, Universiteit, University, Matrix, Risk-benefit, Process, Services Industry, Venlo, Limburg, Eindhoven, Den Bosch, Weert, Roermond, Hightech, High tech, International, Internationaal Sector, organization & department information The sector Manufacturing & Supply Chain Capabilities Development (MSC) is responsible for the introduction of new production platforms and technology as well as consistent, leaner processes and systems. The Fulfill Demand (FD) organization is responsible for building, maintaining and extending enterprise-wide manufacturing and supply chain capabilities. Through partnership with our manufacturing operations in Canada, The Netherlands and Australia FD provides the capabilities to transform millions or web orders received from 24 websites into tangible products shipped to our customers around the globe. MSC and FD are both located in Winterthur, Switzerland. This position is located in Venlo, 30% travel to CH, US and AU. Job Overview In this position you will lead the local cross-functional MSC team including process, software and system engineers, as well as project managers. You act as the primary MSC representative in the hosting production facility (Venlo) and you are the primary advocate for Venlo within MSC. You can oversee the MSC local portfolio, ensuring client delivery of all MSC managed projects. You will also promote the continuous improvement of productivity, service quality and client satisfaction. This position requires constant communication with European, US and/or Australian management teams and production facilities. This position will also require the manager and his team to support local production facility needs and align them with the global engineering standards, corporate direction and common performance metrics. The MSC Local Delivery Manager is member of the MSC management team, associated with the plant (client) management team and reports to the Head of Fulfill Demand. Candidate profile Personal & leadership skills: • Technical Degree (Masters, Bachelors, or equivalent) in engineering, management or science. Master’s degree preferred. MBA is advantageous; • Strong client focus – ability to operate at Business Owner level (ex. Senior Manager/Director/VP level.); • Demonstrates a breadth and depth of global operational service delivery management expertise; • Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements; • Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment; • Strong commercial and financial awareness, impact and risk-benefit analysis; • Strong communicator at all levels. Needed: • Minimum 10 years experience in the engineering services industry in a global environment; • Minimum 5 years experience as a senior manager (Project Manager or Engineering/Production Manager) with direct reports and customer facing responsibilities; • Strong English and Dutch language skills. Recommended: • Work experience in the professional services industry ideally in a manufacturing environment; • Deep expertise in leading engineering teams across software, hardware and process disciplines and supporting clients on through oversight of project delivery tasks. Apply? Please sent your CV and motivation letter by using the 'Solliciteer nu' button below. Agency calls are not appreciated! Keywords: Service Delivery Manager, Vistaprint, Client, Productivity, Service Quality, Production Facilities, Global Engineering Standards, Manufacturing, Supply Chain Capabilities Development, Technology, Engineering, MBA, Technology, MT, Management Team, Engineer, Projectmanagement, Project Manager, Projectmanager, Consultant, Account Management, Accountmanagement, Software, Development, Research, Logistics, Grafimedia, Drukkerij, Graphics, WO, Universiteit, University, Matrix, Risk-benefit, Process, Services Industry, Venlo, Limburg, Eindhoven, Den Bosch, Weert, Roermond, Hightech, High tech, International, Internationaal |
| Service Delivery Manager De Service Delivery Manager werkt voor de Business Unit Solutions. Een belangrijke dienst die vanuit deze unit wordt geleverd is de uitbesteding van infrastructuurbeheer. Binnen deze dienstverlening is de Service Delivery Manager eindverantwoordelijk voor de kwaliteit en effectiviteit in de uitvoering. De Service Delivery Manager staat voor het nal |
| Business Analist Met Een Neus Voor Koffie! Beschrijving: Capriole Coffee-Service is een sterk groeiend en succesvol familiebedrijf met een lange historie. Om de organisatie succesvol verder te ontwikkelen zoeken we een business analist die de bedrijfsstrategie effectief kan vertalen naar concrete oplossingen. Je analyseert de effectiviteit en efficiëntie van de bedrijfsvoering en adviseert directie en management op het gebied van organisatie-, proces-, en automatiseringsvraagstukken. Je bent actief betrokken bij optimalisatie trajecten op het gebied van o.a. logistiek, technische dienst en e-commerce. Je wordt rechtstreeks aangestuurd door de directie en werkt in teamverband samen met 2 software ontwikkelaars die verantwoordelijk zijn voor de implementatie van de maatwerk bedrijfsapplicaties. Taken: Strategische analyse van de bedrijfsprocessen. Actief betrokken bij optimalisatie trajecten m.b.t organisatie en processen. Opstellen van een functioneel ontwerp. Verantwoordelijk voor het testen van applicaties. Begeleiden en coördineren van gebruikerstest. Beheer van de documentatie. Begeleiden van de implementatie. |
| Customer Service Coordinator Beschrijving: Customer Service Coordinator Newell Rubbermaid is a global marketer of consumer and commercial products that touch the lives of people where they live, work and play. We are committed to building consumer and commercial Brands That MatterTM while leveraging the benefits of being one company: shared expertise, operating efficiencies, and a culture of innovation. Our globally recognized brands include Sharpie, Paper Mate, DYMO, EXPO, Waterman, Parker, Rolodex, IRWIN, LENOX, Rubbermaid, Graco, Calphalon, Goody, and Teutonia. For our dynamic European Shared Service Centre we are currently looking for CUSTOMER SERVICE COORDINATOR based in Goirle / Netherlands (temporary role until May 2012) Responsabilities: Records, processes or amends orders received by phone Order Confirmation for phone orders generated. Provides pricing, availability and schedule information within established guidelines. Suggests additional and/or alternative products or services to meet customer needs. Research, obtain and record (SLX) resolution of a variety of customer complaints and issues. Serves as a communication link between customers and sales staff to assure responsiveness. Tracks order activity and alerts appropriate staff of any potential delivery problems. Expedites the delivery of expected orders. Liaises with the warehouse and transport functions to ensure smooth operations and communication links are open and responsive Administration of uplift/returns procedures from initial receipt of query through to resolution of problem Carry out order, dispatch, and delivery analysis to provide reports for Customer Services (inc Customer) information. Recognises and acts upon sales opportunities, to deal with internally or forward to the relevant Sales manager. To comply with appropriate departmental and company procedures. Qualifications Commercial skills Excellent verbal and communication skills Strong written communication skills Conflict management skills Analytical skills High tolerance for changing priorities with keen sense of urgency Problem solving attitude Team work spirit Initiative, follow up, judgment Organizational agility / getting things done through others, MS Office (Word, Excel, PowerPoint) ERP preferably Movex &/or SAP, Country/region cover language Dutch required, English and French desirable Are you interested? If so, please apply by uploading your resume via our online application tool by clicking on the application link on this site. Newell Rubbermaid and its Business Units are Equal Opportunity Employers and comply with applicable employment laws. M/F/D/V are encouraged to apply |
| Servicedesk Analist Beschrijving: mbo(+) fulltime functie, 40 uur Als servicedesk analist zorg je ervoor dat de diensten worden geboden die voldoen aan de zakelijke behoeften en verwachtingen van interne en/of externe klanten. Je luistert naar de problemen, verzoeken en vragen van de klant en reageert daarop. Je levert ondersteuning bij het verhelpen van klantincidenten en je onderhoudt contacten met bijvoorbeeld technologen, afdelingen of instanties, al naar gelang, om verzoeken op tijd op te lossen. Je zorgt ervoor dat alle incidenten netjes worden gedocumenteerd, tot de essentie worden teruggebracht, bijgehouden en opgevolgd. Je combineert bij de uitoefening van je dagelijkse taken begrip voor zakelijke procesvereisten en/of technieken met uitzonderlijke klantenservice. Binnen APG ga je werken bij het nieuwe organisatieonderdeel Chief Information & Technology Officer (CITO) binnen de afdeling Asset Management. De CITO-organisatie is verantwoordelijk voor de informatievoorziening en de IT-functie van Asset Management. IT speelt een centrale rol als business enabler bij de zorg voor het soepel verlopen van de processen binnen Asset Management. CITO biedt niet alleen ondersteuning bij lopende zaken, maar ook bij de (strategische) zakelijke en door IT geïnitieerde wijzigingen voor Asset Management. CITO is gefocust op vertrouwelijke omgang met de klant, een globale aanpak, gecontroleerde eenvoud, (strategische) partnerschappen en excellente bedrijfsvoering. De CITO-afdeling Service Management & IT-Operations (SMO) is verantwoordelijk voor het leveren van betrouwbare IT-diensten aan het bedrijf. Als schakel tussen bedrijf en IT-leveranciers stuurt de afdeling alle uitvoerende activiteiten van deze leveranciers aan waarbij de focus ligt op servicetransitie, serviceverbetering en serviceverlening. De afdeling is tevens verantwoordelijk voor alle activiteiten van de servicedesk binnen de IT-gerelateerde en operationele processchaal van Asset Management. De servicedesk is het aanspreekpunt voor alle incidenten/standaardserviceverzoeken die verband houden met IT. De servicedesk biedt de klant level 1 support voor alle IT-diensten, in het bijzonder op het gebied van datacentra, netwerken, beveiliging, werkplekken, toegangsbeheer en eerstelijns aanvraagafhandeling. Je hebt een mbo(+)-werk- en denkniveau. Je hebt minimaal 1 tot 3 jaar ervaring in een vergelijkbare functie in vermogensbeheer of in de financiële sector. Je beschikt over goede kennis van level 1 gebruikersondersteuning. Tot je computervaardigheden behoort het gebruik van spreadsheets/databases/servicedesk-tools. Je beschikt over een klantondersteunende instelling. Je hebt een grondige kennis van de servicedesk-tools. Je bent in staat een professionele relatie met klanten te onderhouden en deze uit te diepen. Je bent je bewust van wat er speelt in de organisatie, beschikt over een luisterend oor en over sterke mondelinge communicatieve vaardigheden. Je hebt een hoog probleemoplossend vermogen. Je hebt voortdurende verbetering in processen en service laten zien. Je spreekt vloeiend Nederlands en Engels. APG is een aantrekkelijke organisatie om voor te werken. Niet alleen door de prettige en collegiale sfeer, maar ook vanwege de mogelijkheden die er zijn om je te blijven ontwikkelen. Bij APG kun je opleidingen en trainingen volgen die nodig zijn om op topniveau te blijven presteren. Je loopbaan bepaal je in hoge mate zelf. Een marktconforme beloning en goede arbeidsvoorwaarden zijn vanzelfsprekend waaronder een variabele beloning, flexibele werktijden en een ruime studiekostenregeling. Het maandsalaris voor deze functie bedraagt maximaal € 3.002,61 bruto op basis van een 40-urige werkweek. Wil je meer informatie over deze vacature, neem dan contact op met Janine Hochstenbach, Corporate Recruiter, +31 (6) 13 34 09 67. Ben jij de persoon die wij zoeken, klik dan op de link, vul het formulier in en upload je cv. Een Pre employment screening maakt deel uit van de procedure. maximaal € 3.002,61 bruto |