Operations

Service Planning Support Manager

Cessnalaan 50, Amsterdam

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Back to vacancy overview Share vacancy Last updated: 25-07-2022

Your role

The Service Planning Support Manager leads and oversees the team that is accountable for the entire planning & control of all Customer Requests. There is a direct responsibility for planning & rostering of Service Operations staff to ensure workload and capacity are balanced and On Call & Campus (late) shifts are organised. The team also manages the non-DC facilities and relieves the engineer community in Service Operations from as much administrative burden as possible.

Leads, develops and inspires the team, consisting of the Service Planning Coordinator(s), the Ops Admin Assistant(s) and Office & Facility Coordinators
Motivate, coach and develop the team to support continuous improvement and effective teamwork.
Manage the planning and rostering processes to support the growth of the company with scalable solutions and improvements. • Organise Call & Campus (late) shifts in/for Service Operations
Process owner for all customer service request processes, responsible for documenting processes and setting up adequate training programs in coordination with Headquarters stakeholders.
Provide analysis/ feedback of actual versus planned hours to the originating teams (e.g. Maintenance, IT, Projects, Customer Services, Audit Support etc.)
Oversee and coordinate all service requests and manages Routing / Allocation of Post installation requests coming from different systems and teams like ServiceNow, ECSC, Customer portal, iTracs etc.
Manages the timely and correct administration regarding installation and/or de-installation of Cross connects / Cloud connects, Migration and Multi-home •
Monitors the corresponding SLA’s of the Customer Services during the RUN phase.
Maintains the related process documentation & work instructions and provides relevant (KPI) reporting.
Leads the Office & Facility Function as well the Operational Admin Function.

What you'll need

Educated to Bachelor level
Experience of project planning/scheduling and reporting
Several years’ experience in leading a diverse team
Experience in Service Company
Ideally ITIL Expert certified, but at least familiar with ITIL
Knowledge of planning and scheduling systems preferred

A bit about us

Interxion: A Digital Realty Company, is a leading provider of carrier- and cloudneutral data centre services across EMEA. With more than 700 connectivity providers in over 100 data centres across 13 European countries, we are at the heart of the internet – powering finance, communication, healthcare, creativity, entertainment, life. As part of Digital Realty, our customers now have access to 49 metros across six continents. We’ve 2,800+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. This is an exciting time to join our business so apply now and make your mark on our future.

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