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AMS IT Service Manager

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The Boston Consulting Group

21d ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Amsterdam

AI generated summary

  • You should have a B.Sc. in IT, 3+ years in IT ops, strong Microsoft and macOS skills, customer service focus, excellent communication, and knowledge of ITIL and Agile methodologies.
  • You will lead IT service operations, support users, manage asset maintenance, coach the team, oversee ticket resolution, analyze KPIs, and deliver updates to management.

Requirements

  • 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
  • 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

Responsibilities

  • Leading the IT service operation in the Amsterdam office.
  • Supporting the BCG user community by adhering to best practices 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.

FAQs

What is the primary responsibility of the AMS IT Service Manager?

The primary responsibility of the AMS IT Service Manager is to manage the daily IT operations within the Amsterdam office, leading a team of IT Service Specialists and ensuring high levels of customer care and support for the BCG user community.

What qualifications are required for this role?

The role requires a B.Sc. or equivalent, preferably in computer science, IT, or a related technical subject area, along with at least 3 years of IT operations experience, preferably in a high-touch environment.

Is experience with macOS considered beneficial for this position?

Yes, macOS support experience is considered beneficial for this position.

What communication skills are necessary for this role?

The AMS IT Service Manager must effectively communicate complex ideas both verbally and in writing to customers and internal IT staff, as well as manage expectations and have difficult conversations with multiple organizational levels.

What tools and software knowledge is essential for the role?

Essential tools and software knowledge includes Microsoft OS (Windows 11), M365 Suite, performance and stability optimization tools, and understanding of Escalation Management frameworks like ITIL.

Are there any physical requirements for the job?

Yes, the job may require some lifting and moving of equipment.

What is the working environment for this role?

The working environment includes shared office space, indicating collaboration with team members and stakeholders.

What kind of projects will the AMS IT Service Manager lead?

The AMS IT Service Manager will lead local IT projects, coordinate the completion and resolution of tickets through the IT service management system, and oversee both global and local initiatives.

Is there a focus on customer service in this role?

Yes, there is a very strong customer service orientation required for the role, with an emphasis on delivering timely results of the highest standard.

What methodologies are beneficial for this position?

Knowledge of Agile operating models and methodologies, as well as experience with tools like Tableau and collaboration platforms such as Miro, Slack, and Trello, are considered beneficial.

Will the AMS IT Service Manager have the opportunity for professional growth?

Yes, the role includes opportunities for professional growth and regular check-ins to discuss performance and development with direct reports.

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The Boston Consulting Group

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Consulting
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10,001+
Employees
1963
Founded Year

Mission & Purpose

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.