- EU Timezones (remote work possible)
- Full time
Job Description
Overview:
Exalate, a leading provider of synchronization solutions, is seeking a skilled and dynamic professional to fill the position of Interim Head of ITSM/Support for a 6-month duration. The candidate will play a crucial role in overseeing the support team, optimizing current processes based on best ITSM and ITIL practices, and maintaining team Key Performance Indicators.
Join Exalate: Pioneers in Integration Platforms!
At Exalate, we're not just another tech company. We're at the forefront of creating innovative integration platforms, bridging the gap between diverse work management systems. Our unique single-tenant distributed approach, powered by a bespoke synchronization engine, sets us apart, enabling a plethora of integration scenarios.
Welcome to Exalate, where we're on a mission to power collaboration across teams and companies! Our secure, scalable integration solution bridges the gap between systems, empowering global teamwork and productivity. With over 2,500 customers worldwide, our diverse team of over 30 nationalities collaborates seamlessly, bringing fresh ideas and creative thinking to the forefront.
We believe in the multiplying power of a great workplace culture, so we surround ourselves with people who are professionals in their fields, motivated to learn, and great to collaborate with.
Exalate Vibe:
Diversity: Dive into a melting pot of perspectives and experiences.
In Sync: We sync our efforts and talents for collective success.
Action: We believe in making things happen.
Enjoying the journey: As we continue to grow – personally, professionally, and as a team – we remember to enjoy and appreciate the journey. And to have some fun along the way.
Why Exalate?
Collaboration in Action: We recognize the importance of teamwork and collaboration. It's how we achieve greatness together.
Proactive Spirit: Lead the charge, spark ideas, and drive projects forward!
SaaS Passion: Dive into the dynamic world of SaaS, where creativity and tech come together.
Requirements:
Proven experience in a leadership role within ITSM/Support, preferably with exposure to synchronization solutions or related technologies for more than 5 years.
In-depth understanding of ITIL best practices and the ability to customize them to fit Exalate's unique requirements.
Excellent communication skills with the ability to convey technical concepts to non-technical stakeholders.
Track record of driving process improvements and achieving measurable results.
Responsibilities:
Team Leadership:
Lead and inspire the ITSM/Support team at Exalate to deliver exceptional support services.
Foster a collaborative and innovative team culture to enhance overall performance.
Process Optimization:
Conduct a thorough review of existing ITSM processes specific to Exalate's needs.
Identify opportunities for optimization and implement changes in line with industry best practices, particularly tailored to Exalate's business requirements.
KPI Management:
Optimise, monitor, and manage Key Performance Indicators (KPIs) to assess and enhance team performance.
Implement strategies to achieve and exceed performance targets in alignment with Exalate's goals.
Stakeholder Collaboration:
Collaborate closely with other departments at Exalate to understand unique support needs.
Act as a liaison between ITSM/Support and different business units, ensuring effective communication and streamlined processes.
Documentation and Reporting:
Ensure accurate and up-to-date documentation of ITSM processes tailored to Exalate's environment.
Prepare regular reports for Exalate's management, providing insights into team performance, process improvements, and recommendations for continuous enhancements.
Nice to have:
We work with Jira Service Management, so experience with this tool is a big plus.
Working conditions:
Flexible working hours.
The opportunity to be in charge of your own agenda and to shape your job as you skyrocket our sales numbers.
Working from home.
Free lunches, when in Antwerp office.
A competitive salary.
Become part of the coolest team… well… ever.
