GL Customer Services Business Analytics

Introduction to the job

Are you an experienced professional, with proven experience in stakeholder management and change management? Do you have a vision on how our Customer Support organization should shape and drive our operational excellence with Business Analytics? Do you enjoy the challenge of defining high impact projects and to work cross-sector and cross-business line environment? Do you have a process improvement mindset? Group leaders enable our operations to reach Operational Excellence by managing both internal and external stakeholders, enhancing the team capability and driving the vision of the roadmap and products. Would you like to be a part of the state-of-the art technology innovation happening at ASML? If so, then a job as Group Leader Business Analytics within ASML’s CS IAS Analytics, Data and Performance Management may be right for you!

Role and responsibilities

The Group Lead (GL) is responsible for the team that drives and delivers capability step-ups to the Field and CS central segments. The GL ensures the team is set-up for success, drives people development and the overall capability group maturity. In addition the GL is the linking pin towards other stakeholders with whom we closely collaborate to deliver solutions to the CS. The team is comprised of Data Analysts, Data Engineers and Data Scientists that translate business objectives and information needs into data products, reports & dashboards using a broad range of data engineering and data analytics techniques (e.g. statistical analyses, machine learning, natural language processing, but also by running stat of the art in-house data platform).

Furthermore, the Group Lead:

• Works as people leader of his team, is a strong role model, coach and business leader
• Delivers value to our Customer Support organization by delivering business managed solutions;
• Ensures that delivered solutions are in line with IT CDO guidelines and convergent with end-state IT solution architecture, both in IT and business;
• Actively demands end-state solution architecture to include solutions that effectively support the needs of the CS Data Analytics teams for ML and non-ML use cases.
• Drives overall team maturity and engagement
• Ensures the team is set-up for success by proper claim and allocation and governance structure
• Contribute to the creation of the Performance Management roadmap and its contribution to business revenue (Service Agreements), cost (OPEX) and quality.
• Ensures cross-capability team alignment is done efficiently
• Oversees business priorities in relation to the deliverables of the team
• Supports project teams by aligning their work with the overall business architecture
• Builds up an organizational network on senior management (decision makers) and user community representatives

Your interfaces are within the Customer Support sector (Program management, CS Field Operations, Customer Supply Chain Management, Engineering), as well as cross sector with Finance, Development & Engineering (D&E), Information Technology (IT), and business process improvement (BPI).

Education and experience

As our Group Lead for Business Intelligence and Analytics, you have the following experiences and skills:

• Master or PhD level, preferable in Data Science, Industrial Engineering or Service Management.
• At least 5+ years of experience in the data domain, knowledgeable in areas of cloud computing, data analytical techniques & machine learning
• Previous experience as people manager as Team Lead or Group Lead.
• At least 10+ years of experience in a Service Engineering / Hi-tech System Engineering environment or similar and a proven track record in operational excellence, service, or engineering leadership.

Skills

• Strong experience in senior stakeholder management, speaks the ‘language’ of senior management and can link capability step-up to operational ambitions
• Experience in driving capability maturity
• You are pragmatic and can move between high level technical solutions and high level capability step-ups
• You are focused on fixing issues in a structural and sustainable manner
• Experience within Project management, IT infrastructure, Information Technology and/or Supplier and Service management would gain an advantage;
• You are fluent in English (spoken and written).

Diversity and inclusion

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

About Us

ASML is a leading supplier of lithography equipment, used by the world’s top chipmakers to print microchips that are increasingly powerful, fast and energy efficient. Working at ASML is inspiring, no matter what field you're in. That’s because we push the boundaries of technology: if it’s moving the world forward, chances are, we’re behind it. In fact, we’re probably a part of the electronic device you’re using right now.

We’re a global team of more than 32,000 people from 122 different nationalities and counting. Headquartered in Europe’s top tech hub, the Brainport Eindhoven region in the Netherlands, our operations are spread across Europe, Asia and the US.