Team Lead HR Service Desk 1st line

Team Lead HR Service Desk 1st line

Are you a dynamic and results-oriented leader with a passion for driving operational excellence? We’re looking for a successful team lead who thrives on motivating teams to perform at their best every day. With a proven track record of fostering a "customer-first" culture, you will empower and inspire our internal stakeholders—Vanderlande’s managers and employees—ensuring they have everything they need to succeed. If you’re ready to make a significant impact by leading a high-performing team and driving continuous improvement, we want to hear from you!

Your responsibilities

• The operational management of the 1st line HR Service Agents located in EMEA (NL – DE – ES – UK), approx. 15 FTE.
• Professionalizing the team by improving competences and standard ways of working, with the goal to increase customer satisfaction. This is supported by the HR Service Management Specialist (not part of the HR Global Service Desk department).
• Acting as line escalation point for your direct reports regarding incidents and problems (recurring incidents).
• Performance management based on the use of key metrics and (live) dashboards to improve the service experience and operational performance.
• Working with regional / local management to implement standard ways of working around the world (ITIL best practices) and developing competences.
• Managing (monitor and improve) performance on Service Level Agreements, identify and implement ways to continuously improve the performance by teamwork with other departments.
• You maintain, improve, and standardize various support processes, procedures, and systems in alignment with HR Service Management Specialist and in cooperation with relevant stakeholders. You support the maturity development of the department towards implementation of global standards and global tooling.
• You actively partner with Centres of Expertise and Local People Services Leads to align on global processes and local needs, while enabling systems and tooling supporting the Service Delivery model.

Your department
Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead, who reports into the Global HR Shared Services Lead. The Global HR Shared Services Lead reports into the Global Head of People Services (PS) organization within Global HR.

You are delivering 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the EMEA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support.

We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery.

Your profile

• You have a Bachelor's or Master's level of performance.
• You have experience in managing a team to meet and exceed operational performance goals.
• You drive operational efficiency of your team with a focus on continuous improvement.
• You lead by driving a strong service and metrics-based culture resulting in an excellent employee experience.
• You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.
• You have proven experience to operate within a Service Delivery Model.
• Experience in working in an international environment.
• You are experienced with analyzing (performance) data to gain insights and drive continuous improvement.
• You have excellent communication skills in both Dutch and English.

What we offer

This position offers a competitive salary range of €4.200,00 to €5.800,00 gross per month (excluding 8% holiday allowance). Through exceeding performance expectations, you even have the possibility to grow outside this scale.

On top of your fixed salary, you will receive the following secondary benefits:

• 40 vacation days (20 statutory days and a flexible budget worth 20 days).
• Flexible working hours.
• A hybrid workplace (40% working from home and 60% in the office).
• Commuting allowance, including full reimbursement of travel by public transport.
• Working from home allowance.
• Collective pension scheme and discount on health insurance.
• On-site company health centers with a gym, physiotherapists and occupational therapists.
• Vanderlande Academy and training facilities to boost your skills.
• A variety in Vanderlande Network communities and initiatives.
• And a great company restaurant and coffee bar with barista.