Digital Service Desk Manager
Location: Namur, Hybrid
Languages: French (Native), English (Active), Dutch (Passive)
About the Role
Join the Customer Systems Department within the Marketing Division, where you’ll lead an operational team of three specialists. Your mission? Ensure the smooth operation of customer-facing systems, such as contactless ticketing (MOBIB), the website, CRM, and mobile applications. Your expertise in incident management (ITIL), SLA/KPI monitoring, and digital solutions will be key to delivering a seamless experience for both customers and sales agents.
Your Responsibilities
- Act as the operational liaison between the Customer Systems department and internal/external providers.
- Oversee and coordinate the operational team (3 members), ensuring efficiency and excellence.
- Monitor incidents, system performance, and penalties for suppliers in collaboration with project managers.
- Contribute to specifications, maintenance planning, and critical incident resolution.
- Support data analysis efforts, developing dashboards and operational reports.
- Ensure daily functional and technical support for customer systems, including user profiles, fare management, and digital tool optimization.
- Work closely with functional system managers and IT teams (service desk, infrastructure, security, etc.).
Your Profile
- Proven experience in IT incident management (ITIL) and SLA monitoring.
- Strong helpdesk, mobile application, and digital project skills.
- Familiarity with Microsoft Dynamics (junior level).
Opportunities are numerous. From bare applications development to of IT infrastructures management including conception, architecture and requirements analysis.
Although open to technologies used by our customers, ABAKUS IT-SOLUTIONS seeks mainly but not only consultants mastering: Windows and Linux Servers, networks, developments (JAVA, SAP, .NET,…) as well as highly specialized experts for example in cybersecurity or in Content Management System (CMS) (SharePoint, Drupal, WebLogic…).
In terms of non-technical competencies, ABAKUS IT-SOLUTIONS hires dynamic persons, open to the world, interested by innovation and having a keen sense of client relationship.
A very good command of English is essential, the capacity to speak French, German or Dutch is an asset.
Even though most of our positions require at least 3 years of experience, some are open to new starters.
