Service Delivery Analyst
As an IT Service Delivery Analyst in our multinational food company, you will be responsible for ‘last mile’ IT service delivery at multiple offices and plant locations onsite and remotely to ensure end to end availability of IT infrastructure and applications to support business goals. You will work with services provided by global IT teams and will carry out site or end user related infrastructure and application work. You will manage operations and projects towards against agreed performance indicators. You will also act as IT single point of contact for management stakeholders at the location.
You will mainly be working 5 days per week at our Central Office in Amersfoort, but will ocassionally also asked to provide support on 2 Factory (Maasdam, Leerdam) location, and 1 Research and Development location located in Wageningen.
What we ask
Bachelor's degree in Information Technology, Computer Science, or a related field.
2-5 years of experience in an IT and/or OT environment.
Theoretical knowledge and practical experience with IT service delivery concepts and processes (eg. ITIL Foundation)
Overall knowledge of IT hard- and software (eg. CompTIA A+ or comparable)
Overall understanding of infrastructure services
Experience with vendor management
Knowledge in market development of network\workstation\server related infrastructure services
Good common sense understanding of specific business needs & operational requirements, knowledge of supply chain applications is a plus
Experience with both customer and internal IT delivery relationship management
Problem-solving and analytical skills.
Communication and interpersonal skills, experience with both customer and internal IT delivery relationship management
Eagerness to learn and adapt to new technologies.
Ability to work collaboratively in a multicultural and cross-functional environment
Pro-active approach and flexibility
Good command of English language, preferrably Dutch as well
What we offer
Unique company culture of Dutch heritage and international presence
We offer great work life balance, and competitive salary & benefits package so you can enjoy it
Workweek of 38 hours, competitive pension scheme, holiday allowance of 8%, end year allowance 4%, bonus scheme, flexible working hours and the ability to work from home.
Diverse training and mentoring programs to help you grow on your own professional journey
Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths
A friendly and informal working environment, yet professional team members as sparring partners
Autonomy and trust to create longer term impact that helps bring better nutrition to the world
Free cheese and milk at lunch in the central office, and barista coffee to help you go through your working days with a lot of joy
Vacancy description
Management and operational support of IT-systems and services under responsibility of internal/external delivery teams in a timely, efficient, and effective manner. Including global infrastructure and technical services, hardware, software, peripherals, servers, workplaces, IP telephones, printers, LAN, WAN links, and data rooms, application availability. Support to be provided during office hours and on exceptional base outside office hours.
Troubleshooting of user problems and issues while handling user complaints and problem escalation professionally.
Execute small projects on time in full on budget.
Coordinate execution of the work with other internal and external teams at the site, internal and external customers, project leaders, third parties on operational level.
Acting as a contact person for internal/external IT providers in case of on-site activities (scheduling of activities onsite) or remote activities with impact on availability of services for this site (scheduling of activities remote)
Relationship management with the main site and plant stakeholders and key users to ensure that IT services and projects fulfil business requirements and goals, identify business needs and manage their expectations.
Guide users of IT services in following correct processes.
Identify and execute improvements in the operational processes to eliminate recurring incidents, automate manual work (Self Services) or make value proposals for other improvements by other teams.
Implement IT policies, conduct regular tests on IT compliance and security controls
Present and manage all infrastructure controls (IT operations and procedures) before and during audit process such as ICF, external audit or cybersecurity assessment.
Manage performance of services in your scope against agreed KPIs and present periodic reports to Service Delivery Manager.
Manage 3rd party delivery operationally, including management of budget, purchase/service requests, adherence to SLA .
Administrative management and execution of processes for asset-, license-, software- and purchase management.
Translation of communication from English to local language and vice versa
Team Details
See all colleagues on LinkedInFor thousands of people every day, we are more than just a dairy company. To our farmers, our employees, the communities we serve, the businesses we work with and the people to whom we bring happiness, FrieslandCampina means something more. For them it's not just about what we do, but who we are.
We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world.