Head of IT Service Quality and Support

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

Contribute to creating a better tomorrow

The only way we can tackle the challenges of this fast-changing world is with passionate people. Led by our purpose of building trust and solving important problems, we come together at PwC to address the biggest issues facing the world in a way that drives positive impact. Are you eager to join a team fuelled by open and curious minds? People who are passionate about their work and create new solutions for a new day? Then you’re at the right place.

Bring your talent. Learn new skills. Make a positive impact.

As a technology-enabled innovator, PwC is building out a ‘digital first’ delivery model for and with our clients. This digital delivery model isn’t just about the technologies, it’s about new ways of solving complex problems, creating unique experiences and accelerating business while leveraging our core expertise.

PwC’s Products & Technology team is central to this vision. We design, develop and scale products to help our internal and external clients lead the next phase of their digital evolution. We support the PwC business specialists to build products connected to a purpose. Process improvement, business transformation, effective use of innovative technology and data & analytics, and leveraging alternative delivery solutions are key components. Our products tackle the real challenges our clients face today, and unlock new opportunities for future growth.

Our digital product teams aim to reimagine the possible: based on client centricity, agile delivery and startup thinking.

Your impact

• You will play a leading role in ensuring the delivery of high-quality IT services and support to the internal PwC organization.

• You will oversee the ServiceDesk, IT Service Management, Test Management and IT Process Management practices.

• You build and maintain strong professional relationships with stakeholders of various professional backgrounds and regions

• Take responsibility and ownership for ensuring work is completed and delivered efficiently within set OLA’s and SLA’s;

• Develop and implement strategies and policies to improve IT service quality and support.

• Establish and monitor key performance indicators (KPIs) to measure and track service quality and support.

• Manage relationships with external service providers and vendors to ensure long-term partnerships are built while service level agreements (SLAs) are met.

• Develop and implement plans for IT disaster recovery and ensure rapid and effective response to incidents.

• Provide guidance to internal stakeholders on IT service quality and support matters.

About You

• Enthusiastic, motivated and knowledgeable leader in the area of IT Service Quality & Support

• Extensive experience in IT service management and support, preferably in a leadership role

• Ability to formulate and deploy tactical plans to develop the Service Quality and Support unit.

• Participate in yearly budget cycles and manage budgets. Ability to optimize resource allocation to maximize efficiency and achieve cost-effectiveness.

• Demonstrate autonomy, initiative, rigor and involvement;

• Excellent organizational, interpersonal and communication skills;

• Appropriate knowledge of English (spoken/written) is mandatory, plus being fluent in French or Dutch.

Life at PwC Belgium

Our culture and workplace are something we’re proud of. Here’s a sneak peek at some of the benefits you can look forward to.

• Flexibility: flexible working hours so you can decide your most effective working pattern.

• Infinite learning and growing: broad opportunities to learn every day and exciting career pathways that help you explore different disciplines or areas of expertise.

• Rewards that matter to you: a flexible rewards plan gives you access to a wide range of benefits so you can make the choices that best fit your personal circumstances and lifestyle.

• Diversity & inclusion: we believe that diversity makes PwC stronger. It helps us solve important problems and deliver added value to our clients. We encourage an inclusive culture where people can be the best versions of themselves. We organise various D&I initiatives, including an active employee-led Employee Resource Group (ERG) community, comprising 9 diversity groups with over 200 PwC employees aiming to make an impact within and beyond PwC.

• A sustainable mobility offer: we offer a comprehensive mobility budget with a wide range of options (hybrid and electric cars, bike leasing, mobility card or loan reimbursement).

• Well-being: an extensive health and well-being programme that includes access to professional sport coaching, individual sessions, sports communities and mental health resources. We encourage a healthy lifestyle with regular wellness challenges and various catering options at our cafeteria.

• Team events such as Last Friday Drinks, quarterly themed parties, team-building days and celebrations, as well as time spent on community days and charity activities.

• International PwC network: broad access to industry expertise, both locally and through our wider global network of member firms.

• Supporting you in every phase of your life, including family friendly work schemes.

Education (if blank, degree and/or field of study not specified)

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date