WHAT YOU'LL DO

Our mission is to continuously improve our IT systems and services, support the business and strive to create
and innovate with technology.

As an IT Service Manager your role is to help manage the daily IT operations within the Amsterdam office. You
will manage a team of IT Service Specialists, lead local IT projects, provide solutions to issues, and manage local
stakeholder relationships alongside the LAB IT Director to ensure the team is delivering a high level of customer
care. This includes, but is not limited to, user support, computer setup, maintenance and service,
telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in
BCG offices.

You report directly to the LAB IT Service Director and must be able to perform in a fast-paced, high-performing,
service-oriented environment. You interpret rules and guidelines flexibly to enrich the business and in keeping
with BCG’s values and culture.

Key responsibilities:

• Leading the IT service operation in the Amsterdam office.
• Supporting the BCG user community by adhering to best practises while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
• Lead in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements
• Coordination of local office asset maintenance
• Manage and coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth is discussed, as well as providing timely and honest feedback when required
• Lead on projects in an operational capacity for both global and local initiatives
• Coordinate the completion and resolution of all tickets through the IT service management ticketing system as well as regular checks to ensure agreed SLA’s and KPI’s are being met
• Assist with managing the analysis on operational KPI’s to facilitate communication and improve quality and performance
• Delivering regular updates to the LAB IT Service Director highlighting the team’s activity, pressure points and upcoming activities
• Providing mentorship, guidance and feedback to your team members and provide input on performance of team members to the LAB IT Service Director.

YOU'RE GOOD AT

Key strengths and attributes needed to succeed in the role:

• Taking ownership of issues and delivering timely results of the highest standard
• Strong analytical thinking and problem solving, you pay attention to the details and can identify and perform root cause analysis
• Articulating technical information to non-technical stakeholders Lateral thinking, potentially using bespoke solutions where needed
• Leveraging your experience and providing expertise to users, managers, Agile Squads and IT staff
• Stakeholder management – interfacing and communicating with internal staff at all levels, working with the Product and Engineering teams to engage and act
• Independently monitoring and driving escalations from initiation to resolution, by not only using your technical skills but also coordinating efforts and resources across the entire functional IT team(s)
• Managing expectations be communicating effectively with customers
• Report and escalate efforts to resolve complex customer experience problems
• Act as the focal point of communication for the customer, key stakeholder and senior leadership.
• Advise Senior Leadership on any developments and plans of action
• Flexible approach to working outside of business hours to meet deadlines

WORKING ENVIRONMENT

• Shared office space
• Some lifting/moving equipment is required

YOU BRING (EXPERIENCE & QUALIFICATIONS)

Essential

• B.Sc. or equivalent preferred, preferably in computer science, IT or another technical subject area.
• At least 3 years of IT operations and related experience. Preferably in a high-touch environment
• Excellent knowledge and demonstratable experience of using the Microsoft OS (Windows 11) and M365 Suite etc
• macOS support experience considered beneficial
• Experience with performance and stability optimization tools and methods
• Ability to effectively communicate complex ideas verbally and in writing with both customers and IT internally
• Very strong customer service orientation
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to build relationships and influence stakeholders
• Ability to have difficult conversations with multiple levels within the organization.
• Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
• Proven knowledge of Escalations Management frameworks (e.g. ITIL) and Problem Management
• Negotiation, mediation and conflict management skills
• Experience with office fitouts/buildouts

Desirable

• Knowledge of Imaging software experience, ideally Intune and JAMF.
• Knowledge of tools such as Tableau, Alteryx and MS Project
• Knowledge of collaboration tools such as Miro, Slack and Trello
• Knowledge of Agile operating models
• Knowledge of Agile methodologies a bonus, but not required

YOU'LL WORK WITH

BCG’s information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.