Service & Support officer

Opportunity

The Service & Support Officer is part of the Joint Operations Center (JOC). The output of the JOC is establishing a common operational picture on invoicing, SLA-performance, whereabouts of ILIAS personnel, key project milestones and the key performance indicators that drive the ILIAS business plan. 
JOC consists of a Service Desk and a Project Management Support component. Both have their part of responsibility for interfacing between the Company and its Customers. 
 
The main activity of the Service & Support Officer is to support the ILIAS project managers and service managers who work in the frontline with our customers, such as following up on customer questions via our service management platform, preparing progress meetings, budget reviews and other supporting tasks.

Your mission

Service Desk

· Front Office activities including processing, monitoring, and reviewing the customer software requirements.
· Support the process flow from purchase order recording to invoice preparation and which are related to specific requests for changes (to the product) or requests for services.
·  Administrative support to the Production team.
·  Publication and communication of all documented design deliverables to the user community.
Service Management Support
·  Providing support to the Service Managers
·  Acting as a facilitator between all internal stakeholders involved in Product and Service Management.

Project Management Support 
. Supporting all travel operations of colleagues by booking hotels, tickets, and other facilities for travelling colleagues that are dedicated to commercial activities or projects and this by applying the Corporate Travel & Cost Policy. For this, the Service Support Officer reports to the JOC Manager.
. Approval of travel costs related to the projects. For this, the Service Support Officer reports to the Finance & Controlling Manager.

Your capabilities

• Has experience with (IT) project management.
• Has experience in ICT and/or services organization, familiar with ITIL-4 (best practice for ITSM), ITIL Guiding Principles and ITIL Value Chain.
• Has experience with customer satisfaction principles and understands the Netto Promotor Score (NPS) methodology.
• Has affinity with logistics, aviation, Defense Industry and/or Military Operations. 

Land @ILIAS

Exited and ready to explore how you could fit in? 
Apply directly or reach out to youness.kaissi@Ilias-solutions.com for any questions.
we are thrilled to get to know you!