The Head of Project Management is a pivotal position entails overseeing customer experience, project management, and service delivery managers within our organization. Reporting to the Senior Vice President Operations & Services, you will play a critical role in ensuring the seamless delivery of services, maintaining excellent customer satisfaction, and driving operational excellence across our service portfolio.

Key Responsibilities:

1. Customer Relations:

   - Foster strong and positive relationships with our clients, understanding their needs, challenges, and objectives.
   - Act as a primary point of contact for escalated customer issues, ensuring prompt resolution and client satisfaction.
   - Implement strategies to enhance customer experience and loyalty, driving repeat business and long-term partnerships.

2. Project Management:

   - Lead and coordinate project managers to ensure successful delivery of projects within scope, budget, and timelines.
   - Develop and implement project management best practices, methodologies, and tools to optimize efficiency and effectiveness.
   - Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.

3. Service Delivery Management:

   - Oversee the service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards.
  - Collaborate with service delivery managers to optimize service delivery processes, workflows, and resource allocation.
   - Continuously assess and improve service delivery performance through data analysis, feedback mechanisms, and performance metrics.

4. Leadership and Team Management:

   - Provide strong leadership and direction to the service management team, fostering a culture of collaboration, accountability, and continuous improvement.
   - Coach, mentor, and develop team members, empowering them to achieve their full potential and contribute to organizational success.
   - Promote a positive and inclusive work environment that values diversity, creativity, and innovation.

5. Strategic Planning and Alignment:

   - Collaborate with senior management to develop and execute strategic initiatives aligned with organizational goals and objectives.
   - Contribute to the development of service management policies, procedures, and standards to support business growth and scalability.
   - Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating insights into organizational strategies.

- Bachelor’s/Master’s degree in Business Administration, Information Technology, or related field;
- Proven experience of minimum 10 years in service management, project management, and customer relations, customer experience management, preferably in the technology sector.
- Strong leadership and management skills, with the ability to inspire, motivate, and develop high-performing teams.
- Excellent communication, negotiation, and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members at all levels.
- Solid understanding of service management frameworks, such as ITIL, and project management methodologies, such as Agile or Waterfall.
- Demonstrated ability to drive operational excellence, improve service delivery processes, and achieve measurable results.
- Strategic thinker with the ability to translate organizational goals into actionable plans and initiatives.
- PMP, ITIL, or other relevant certifications are a plus.
- Languages skills: English, Dutch and French.