IT Area Lead Ondersteuning & Ervaring Amsterdam • Nouvall Engineering Services

Vacature in het kort

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Nouvall Engineering Services is specialized in project support for the (petro) chemical, IT and maritime industry. We provide expertise in the field of Engineering, Project Management, Maintenance, Shutdowns, Construction and Safety.

As IT Area Lead, you will be responsible for:
Leading the IT area for Employee Support Services & Employee Experience (~25 employees located in the Netherlands, Poland, and the Philippines)
Managing 2 team managers:

- One responsible for employee support operations - One responsible for employee experience / customer journey

Employee Support Operations
Providing global support through the Global IT Workplace Service Desk
On-site support in the Netherlands, VIP support for board members
Analyzing ticket trends, incident causes, and user dissatisfaction
Creating self-service solutions and improving overall employee experience
Innovating the IT service model: shifting from traditional service desk to a digital “desk-less” approach (incl. GenAI, self-service)
Transforming the service operating model from SLA (Service Level) to XLA (Experience Level)

Employee Experience / Customer Journey
Designing and implementing simple, relevant employee journeys
Translating employee voices into customer-focused improvements
Managing customer feedback (NPS surveys, data analysis, reporting)
Driving adoption of digital workplace services
Enhancing digital skills among employees

Chief of Staff role
Supporting strategy development and execution
Overseeing finance, contract management, and internal communications
Establishing quality metrics and improving efficiency
Supporting board presentations and business cases
Collaborating with senior leaders from HR, Facilities, Communications, and Tech
Managing dependencies and solving obstacles across squads and stakeholders

Inspiring, energetic, and passionate leadership
Strong strategic decision-making and people management skills
‘No excuses’ mindset and ownership attitude
Experience in IT / Employee Experience management, preferably in complex organizations
Familiarity with Agile ways of working
Affinity with customer centricity, design thinking, and product ownership
Ability to quickly master topics and get things done
Excellent project management skills, even for complex projects with many stakeholders
Data-driven and highly customer-focused Salary: €7,125 - €11,331
24-27 vacation days (depending on contract)
Pension scheme
13th-month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% holiday pay
Personal growth, challenging work, and endless opportunities
Informal working environment with innovative colleagues
Agile work environment for faster realization of ideas
Hybrid work model: flexible work from office and home

What do we Offer.

Apply via our website and discover the possibilities.

Waar je gaat werken

Nouvall Engineering Services is specialized in project support for the (petro) chemical, IT and maritime industry. We provide expertise in the field of Engineering, Project Management, Maintenance, Shutdowns, Construction and Safety.