Product Owner Squad Lead - End User Support

Division: Group Technology Services (GTS)

The Group Technology Services (GTS) IT division is responsible for planning building and leading the global infrastructure of Euroclear. GTS provides IT service management to the operating entities across various Group markets. It ensures that IT systems and services operate at agreed service levels and benchmarked cost levels supporting business processes during both normal operations and disaster recovery.

RoleOverview

We are looking for a dedicated and experienced Product Owner of End User Support to lead our helpdesk onsite support and Hosting support teams. This role involves managing the enduser support services managing the relationship with two providers (Computacenter and HCL) as well as their performance driving improvements in user experience within the End User Tribe and beyond by influencing various stakeholders.

Responsibilities

• Service Management:Oversee the helpdesk and onsite support services provided by Computacenter in Europe and HCL in Asia ensuring timely and effective service delivery within contractual framework.
• Relationship Management: Manage the overall partnership with Computacenter and HCL and ensure that they bring the expected value to Euroclear in terms of delivery quality controls and innovation (practices and tools). This includes day to day work governance meetings and escalations.
• Manage teams: Manage a core team dedicated to Continuous improvements as well as a delivery team Hosting support. Ensure that the service is delivered according to standards for KPIs Quality Risk.
• Manage scope extensions: Add scope to the service with a target to serve the whole group including among others MFEX in all locations.
• Manage the squads budget.
• Role model: Become best in class in end user experience and influence the End user Tribe (and beyond) to adopt and live by new delivery standards customer focused.
• User Experience:Drive initiatives to improve the enduser experience. Drive the adoption of new behaviours to adapt to the new ways of consuming end user IT services.
• Service evolution and innovation: By leveraging Partners bring new ways of servicing our clients and new technologies fit for purpose.
• Volume reduction: Work with the Partners and the core team to drive volumes down by simplifying automating adopting new ways of working to achieve corporate goals.

Requirements

• Experience in service management: Proven experience in managing enduser support services including helpdesk and onsite support.
• Experience in managing outsourced services
• Experience in people management
• Analytical and ProblemSolving Skills
• Excellent communication skills to effectively collaborate with crossfunctional teams and stakeholders at all levels

Personality Traits

• Leader can drive changes by syndicating the organisation
• Can stepback and have a helicopter view
• Driven personality critical mindset
• Good organization coordination and prioritization skills

Technical skills & methodologies

• Experience in working in an Agile environment
• Knowledge of Kanban boards (Azure DevOps TFS or similar)
• Knowledge of ServiceNow
• Project management experience is a plus
• People Change Management is a plus
• ITIL Certification is a plus

Join Euroclear where people power our success. As a people manager youll align the aspirations of our talented team members with the purpose of the organization. Your role Inspire empower and grow your team to achieve goals efficiently. Youll nurture talent delegate wisely and drive performance with constructive feedback. Ready to shape our future and unleash potential Join us now.