Support Manager

From climate change to urbanization, we live in an increasingly complex world.

Whatever the challenge, we deliver exceptional and sustainable outcomes for our clients, improving quality of life.

You know you’re in the right career when work becomes play, when organization purpose aligns with your personal purpose making every day a meaningful day.

And your work helps the industry, the environment, and the planet earth in positive ways while you get the opportunities, support and benefits you need.

Passionate, and curious and proactive.

Purpose Driven and energized.

That’s #LifeAtArcadis #SustainableCities #PlanetforNextGeneration.

Are you ready to discover it for yourself?

Arcadis is looking for looking for people with a passion to drive and execute Digital to the core of everything we do.

We firmly believe in “Everything Digital, Digital Everything”.

We are transforming, we are reimagining the industry and we are reimagining how communities and nations can help becoming more sustainable places to live for today and future generations.

Technology is the core and integral part of what we do, all the way for empowering Arcadians to harnessing power of data and AI/ML for sensors, IIOT and Advanced Drones, the technology teams are Dreaming Big and Delivering on future.

As part of our Technology drive, we are looking for on-board talented and passionate people across multiple locations including India, Romania, parts of Europe and North America.

Arcadis is looking to hire a Support Manager to support the global Service Management team based in one of our UK or European offices.

Who you are :

• The Support Manager in a specific support area is a new role and will therefore need to introduce and embed new support management processes and practices, thereby transforming our support delivery capability.

  The role involves a high level of complexity to ensure the assigned support area processes are at an optimal level.

• The role will have autonomy for operational management within the support area process or processes, as assigned.
• Affects productivity and improves efficiency of 100% of Arcadians through day-to-day operations and continuous process improvement.
• Delivers services to 100% of the Arcadians.
• Is responsible for the operational management of a support area, as described and documented within the “support area assignment” under the direction of the assignment manager.
• Plans and coordinates all activities required to carry out, monitor and report on the support area as described in the assignment.
• Drives continual process improvements within the support area.
• Ensures that the support area provides an efficient customer centric operation in collaboration with both internal and external service providers.
• Develops processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience.
• Designs and documents operating procedures and processes for the support area, making such documents publicly available and regularly reviewed.
• Contributes to the internal service performance reports including monthly dashboarding for the support area, enabling such reports to drive continuous service improvement initiatives within the area, and ensuring that our customers have visibility of our services and performance against our targets.
• Is an active member of the relevant Support team, contributing to the overall Support strategy and achievement of operational targets.
• Defines and presents service improvement opportunities to the relevant assignment manager.

What You’ll Own : (Core Responsibilities)

• Is responsible for the operational management of a support area, as described and documented within the “support area assignment” under the direction of the assignment manager.
• Plans and coordinates all activities required to carry out, monitor and report on the support area as described in the assignment.
• Drives continual process improvements within the support area.
• Ensures that the support area provides an efficient customer centric operation in collaboration with both internal and external service providers.
• Develops processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience.
• Designs and documents operating procedures and processes for the support area, making such documents publicly available and regularly reviewed.
• Contributes to the internal service performance reports including monthly dashboarding for the support area, enabling such reports to drive continuous service improvement initiatives within the area, and ensuring that our customers have visibility of our services and performance against our targets.
• Is an active member of the relevant Support team, contributing to the overall Support strategy and achievement of operational targets.
• Defines and presents service improvement opportunities to the relevant assignment manager.

The ideal candidate should : (Desired skills and experience not listed in qualifications or who you are):

• Has relevant working experience (e.g.

  in specialised IT Support area.

• Has a sound working knowledge of the of the following areas / systems:
  • Service Management / ITIL processes
  • The use and management of service desk systems and associated toolset
  • The development and implementation of the process delivered by the support area assignment
• Knowledge of management reporting techniques including the production of dashboards and presentation of information to different stakeholders.
• Proven experience of effective process management including operational effectiveness and continual process improvement.
• Successful management of the support area assignment process leading to delivery of required outcomes.
• Relevant experience within a support management role.
• Formal SDI or ITIL Qualifications to include foundation level and other support process disciplines.
• Experience working within a team of skilled IT professionals, instilling a culture of customer service and technical excellence.
• Experience of successfully providing IT Services support within a process area for an organization of comparable size and complexity, with particular attention to user experience, performance, robustness, security, scalability and cost effectiveness.
• Experience of building and maintaining successful relationships across organizational boundaries, delivering a high standard of customer service, developing a support area beyond expectation where possible.
• Has excellent communication skills (written and oral) in order to be able to exchange complex technical concepts in a manner appropriate to the audience.
• Balance competing demands and manage expectations, bearing in mind the needs of the customer and strategic priorities.

Required Qualifications :

• Ensures the quality and performance of IT solutions.
• Demonstrates:
  • Leadership and excellent communication
  • Stakeholder management
  • Role modelling the Arcadis values
  • Ownership
  • Confidence, commitment and collaborating
• Executes and delivers client outcomes.
• Has excellent analytical skills.

  Successfully handles complex issues, i s consistent and decisive (anticipates at problems that might affect the success of key (processes).

  Has excellent written and oral English language skills.

Preferred Qualifications :

• ITIL 4 Foundation or SDI qualification
• People First: We care for each other and create a safe and respectful working environment where our people can grow, perform, and succeed.
• Integrity: We always work to the highest professional and ethical standards and establish trust by being open, honest and responsible.
• Client Success: We are passionate about our clients’ success and bring insights, agility, and innovation to co-create value.
• Collaboration: We value the power of diversity and our global capabilities and deliver excellence by working as One Arcadis.
• Sustainability: We base our actions for clients and communities on environmental responsibility and social and economic advancement.

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