Support and Operations Manager

Context

VIB (Vlaams Instituut voor Biotechnologie) is an entrepreneurial nonprofit research institute with a clear focus on groundbreaking strategic basic research in life sciences and operates in close partnership with the five universities in Flanders.

VIBs ICT department is a business partner to the organization of VIB and focuses on

• Rolling out the rules on how someone can use VIBs technology and data and what someone can use it for;
• Creating integrating and maintaining applications developing securing and storing data belonging to VIB and assisting in the use of software and data management; and
• Managing maintaining and upgrading the hardware components network and all other equipment necessary to make the ICT system function according to the needs.

To reinforce our ICT team VIB in Ghent is looking for a solutionoriented Support and Operations Manager.

Role

As a Support and Operations Manager you will lead coach and manage a team of support engineers in their daytoday operations. You will continue to develop the services portfolio making sure that the support is delivered in a uniform way with the intention to act together with your team as a true business partner to the VIB organization. You will report to the ICT Director of VIB.

Responsibilities

As a Support and Operations Manager you will

• Manage the daytoday operations of the support and operations department the team and the different stakeholders making use of the delivered services;
• Develop and monitor KPIs and SLAs for the delivered services;
• Design develop implement maintain and coordinate ITILbased processes policies and procedures;
• Continuously improve the way of working within the support and operations department;
• Identify and manage external vendors in the delivery of the contracted work;
• Manage your team by recruiting training and coaching team members communicating job expectations and appraising their performance; and
• Identify problematic areas and propose strategic solutions in time.

Requirements

• Several years of experience in managing a support and operations department or service desk with multiple team members;
• Good general Microsoftoriented ICT knowledge;
• Good ITIL knowledge;
• Good leadership communication and presentation skills;
• Analytical minded fast learner and problem solver;
• Solutionoriented;
• Fluent in Dutch and English; and
• Masters degree or equivalent by experience.

We offer

• An openended contract;
• Competitive package based on experience and expertise and benefits;
• An innovative challenging and international working environment in the lager lifesciences network of VIB;
• Opportunities for personal development; and
• Workplace is located at VIB headquarters in Ghent. Possibility of homeworking with a balance between working from a remote location and the office.

How to apply

If you are interested in this challenging and rewarding opportunity please submit your application online including CV and letter of motivation.