About the Role:
We are seeking an experienced and dynamic Team Lead for Applications Support to join our organization. In this role, you will manage a team of 4-5 application support specialists, ensuring effective communication, impact assessment, functional analysis, and delivery follow-ups with offshore teams. While the technical resolution of incidents is managed by a separate team, your role will be to supervise these activities, establish best practices, and drive continuous improvement within the support function. Additionally, you will be responsible for staffing and maintaining a team of high-quality professionals who align with our organizational goals.
Key Responsibilities:
- Lead and Manage the Support Team: Supervise and mentor a team of 4-5 application support specialists, fostering a culture of high performance and collaboration.
- Staffing and Talent Management: Ensure the team is staffed with qualified professionals, oversee the hiring process, and retain top talent to maintain high performance and service quality.
- Coordinate Stakeholder Communication: Oversee the management of communication with internal and external stakeholders, ensuring clarity and transparency regarding incident status, change impact, and delivery timelines.
- Assess Impact of Changes: Ensure thorough assessment of the impact of proposed changes or incidents on applications, and communicate findings to stakeholders.
- Functional Analysis: Supervise the preparation of functional analyses for any changes or incidents, ensuring that documentation is thorough, accurate, and timely.
- Follow-up on Deliveries: Coordinate and monitor follow-ups with offshore teams to ensure timely and quality delivery of solutions and changes.
- Implement Best Practices: Develop and implement best practices, standard operating procedures, and guidelines for managing communication, analysis, and follow-ups.
- Reporting and Performance Metrics: Prepare and present reports on team activities, performance metrics, and process improvements to senior management.
- Project Leadership: Lead specific projects or initiatives to enhance support operations, including process improvements, team training, and tools optimization.
- Budget Management: Manage the team’s budget effectively, ensuring resources are utilized in alignment with organizational goals.
Requirements
Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, Business, or a related field.
- 5+ years of experience in applications support, with at least 2 years in a leadership or supervisory role.
- Proven experience in staffing, talent management, and team building.
- Strong experience in stakeholder management, communication, and coordination.
- Excellent understanding of ITIL processes and best practices.
- Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
- Strong leadership, communication, and interpersonal skills.
- Experience in creating and implementing best practices and standard operating procedures.
- Knowledge of support and ticketing tools (e.g., ServiceNow, Jira) is a plus.
- Strong analytical, organizational, and problem-solving skills.
- Experience in managing budgets and financial reporting.
Our offer
Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a competitive salary, you will receive the following benefits:
- the possibility to work remotely + flexible working hours;
- 35 days of leave;
- a company car + a public transport season ticket;
- a target bonus;
- a comprehensive insurance package (affiliation without own contribution, excl. outpatient costs for family members);
- hospitalisation and dental care for the whole family;
- outpatient costs (= medical costs separate from hospitalisation);
- group insurance: supplementary pension, work disability and death (cafeteria plan);
- accidents at work (extralegal);
- meal vouchers and eco-vouchers;
- net allowances for remote working and carwash + internet budget.
Apply for this job
