IT Solution Development Support Manager

Our Solution Development department (part of the IT Organization) is currently looking for a Support Manager to setup and manage the organization of support processes and resources related to our Applications teams. Coming from a scattered and decentralized applications support approach, KTN wants to grow towards a more mature and standardized way-of-working, according to market-conform best practices, but also aligned with the true KTN hands-on approach.

This exciting job with high responsibility and lots of variety offers the possibility to work in a leading dynamic company with no-nonsense culture.

Our organization is currently facing a decentralized approach to application support, which needs to be aligned KTN wide. In your role you will be responsible for identifying support needs in various business units with varying maturity, align them according to IT vision and manage the new organization.

• As a SolDev Support manager, you will set up and manage the different support teams in a wide applications landscape, across multiple technical technologies (BC / .NET / SaaS), for several business units and regions.
• Together with other management stakeholders in SolDev, you define a general and standardized approach for application support across the organization, taking into account the processes and corporate tooling. You promote the global SolDev Support vision and embed it across the organization, discussing it with multiple business units in different regions across the KTN application landscape.
• The ultimate goal is to manage a scoped list of supported applications, within well-defined service criteria and according to the IT SolDev vision. You do this by building strong support teams, having clear roles & responsibilities, who are able to grow towards a more mature organization.
• You collaborate with other members of SolDev management to safeguard the applications life cycle and with other IT stakeholders such as infrastructure support teams. Therefor you are a true team player, with strong communication and networking skills.
• Terms such as incident management, problem management, SLA’s and other support processes are no mysteries to you and you can give them a practical meaning. Furthermore, you can defend the vision towards business and internal IT management.

 Responsibilities

• Setup a solid framework for SolDev support to define and manage
  • the corporate processes and tooling towards the SolDev Support vision
  • cost efficiency of the SolDev support organization
  • metrics & reporting
  • quality assurance
  • security policies
• Agree on the support vision with business and IT stakeholders
• Identify different areas to implement the standardized approach
  • Assess and discuss the candidate applications for onboarding towards the standardized approach
• Manage and coach the different support teams in alignment with the general SolDev support vision
• Identify propositions for continuous service improvement in the Support area
• Handle as escalation point for operational escalations
• Subcontractor management where needed

Profile Requirements

• Proficient knowledge of support processes such as incident management / problem management / knowledge management etc.
• Experience in an Application Life Cycle context to coach the teams in their support role, closing the circle from analysis/development/testing to support.
• Have a broad IT background to understand the complexity of corporate applications in a wide spread infrastructure landscape.
• Level of experience:
  • Minimum 3 years of working experience in a higher management role within a Support organization
  • Must haves
    • Bachelor’s or master’s degree, or similar by experience.
    • The team is located in Belgium, Macedonia & Moldavia, so a good level of English is a must.
    • Experience in an applications environment in different aspects of life cycle development
    • Practical knowledge and experience with support processes

• Nice to haves
  • Experience with IT Support tools is a plus
  • Experience in working with an international team is a plus
  • Relevant experience in technologies as .NET / BC are an asset

 Soft Skills

• Dedicated leader
• Team player & People manager
• Problem solving
• Very good communication, negotiation & networking skills
• Stakeholder management
• Flexible, involved, organized, proactive & self-motivated
• Combine a strong vision with a hands-on approach
• Proficient knowledge of Dutch & English is a must
• KTN is looking for a long term commitment for this challenging vacancy
• Willingness to travel is a must