Bring powerful coordination, communication and stakeholder skills to a key role within a sophisticated global IM environment
AkzoNobel Specialty Chemicals (SC) provides a wide range of high quality and sustainable ingredients that are integral to numerous key industrial processes worldwide. Thus we serve high profile customers in sectors including paints, detergents, foods, plastics, cosmetics, construction, pulp and paper, pharmaceuticals, electronics, agro and oilfield applications.
Central to our success is a sophisticated IM strategy and structure, delivered via a diverse and flat organizational structure that enables an agile and flexible approach. Within this context, your mission in this role is to oversee and coordinate all IM services, improving user satisfaction and flagging local demand to Business Information Management.
Is this a challenge that matches your profile as a professional with a customer-facing service management and productivity mindset, allied to strong knowledge and experience in the assigned service domain? Can you act autonomously while performing outstanding stakeholder management and continuously raising the bar for yourself, your team and suppliers? Have you acquired the skills necessary to think in terms of solutions via hands-on working with relevant tools? Above all, can you lead by example and make a real difference within our dynamic, multinational and multicultural business environment?
If you offer all this and more we invite you to apply for the role of
Productivity Support Officer
The role and its responsibilities
This role can be based at the Global Headquarters in Amsterdam or at our office at Arnhem. From here you take the initiative in order to create documented process improvements and solutions that promote end user satisfaction, improve IM service performance towards the business, and enable operational excellence. This involves a number of key tasks:
Ensure the efficient use of tools and systems by local users
You proactively improve end user productivity across the whole organization by optimizing the end user experience. This requires you to train and guide users in the proper and efficient use of tools such as Connect, OneTube, Yammer, Document Management, Telepresence, Skype for Business, Outlook, etc.
You also connect end users to process coaches and IM processes with regards to Application Management and Support Services, and you ensure the development and maintenance of a knowledge management network.
Local customer satisfaction and improvements
You proactively influence and monitor the IT experience of the user and minimize the need to contact the IM Services helpdesk. In doing so you contribute to the optimization of the IM processes and services, ensuring that end-user satisfaction surveys are managed, with actions properly followed-up.
Ensure standard IM Operating Model processes
You proactively act as the process coach for IM processes, supporting AkzoNobel users in utilizing the IM processes and resources in the most effective manner. Thus you enforce adherence to appropriate IT policies, strategies and standards, providing local teams with feedback and practical advice on their performance.
Flag demand towards IM
Liaising between local demand-related topics and IM Demand teams, you flag possible local demand and build bridges between local demand and global Information Management organization. You are the point of communication for IM services in a specific country and for sites in that country.
Projects and rollouts
You act at the local host for projects/rollouts, helping with kick-off sessions and providing input for local stakeholder management.
All of these tasks require you to maintain a positive relationship with end users and other stakeholders, and to engage in the process coach network. You also actively seek alignment and cooperation (‘shoulder to shoulder’ mindset) with the other departments and foster a collaborative environment.
In principle the role does not include any operational IT responsibility, e.g. programming, bug fixing, incident management, change management, or any related work in the systems.
To apply for this position you must possess all the following attributes:
- Bachelor’s degree level education and at least 5 years of experience in the IT sector including 3 to 5 years managing IT services in a local country organization in a Global IM department;
- Strong understanding of the structure and setup of IM Services (End-to-End services), procedures and people in the Information Management departments Able to see the whole picture and strategic objective (helicopter view) while focusing on the detail in terms of operational and tactical issues;
- Knowledge of best practice for shared solutions and a commitment to Continuous Improvement and optimization through collaboration and Lean Six Sigma tools;
- The credibility necessary to influence internal and external parties and to gain acceptance by local management;
- Strong interpersonal and communication skills including fluent written and spoken English.
For further information, please contact Anne Marte van der Vossen, Talent Resourcing Partner, tel. +31 (0)88-010 6789, option 3. Only online applications will be accepted, please go to https://www.ictergezocht.nl/, reference 180000IJ (Amsterdam) and reference 180000I6 (Arnhem) or use this link: https://www.ictergezocht.nl/ . Please do not apply via the ‘apply’ button.
A pre-employment screening may form part of the application procedure.
Agency or sales calls are not appreciated
Keywords: Vacancy, full-time, Amsterdam, customer satisfaction, tool efficiency.
36 t/m 40
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