IT Applications Support Manager

Permanent employee, Full-time · Belgium (HQ)

Mission
Stanley/Stella is a fast-growing garment company selling high quality and sustainable products, 100% made of organic cotton. Since its launch in 2012, Stanley/Stella has focused on simplicity, highlighting the essence of the garment. We break codes, and want to change the perception of the textile industry by offering products that respect people, the environment and customers. We want to produce more authentic and more responsible clothes that you are proud to wear and sell.
 
Today, we are looking for an experienced IT Applications Support Manager to join a dynamic IT & Transformation team and help us in our growth ambitions and geographical expansion as we continue to distance ourselves from our competitors through robust, scalable and user-friendly IT/digital applications.
The IT Applications Support Manager will design and structure a global support system for an optimum service with an international scope, ranging from the US through EU to Asia.
Main responsibilities
2nd line Support Management:
  • Conceive and shape the service model to ensure the most efficient and timely international application support in all our areas of operations.
  • Lead and manage a small team of IT analysts, ensuring timely resolution of IT issues and excellent customer service.
  • Develop and implement best practices and procedures for incident management, problem resolution, and service request fulfillment.
  • Monitor performance metrics and KPIs to track team performance and identify areas for improvement.
  • Setup clear processes for answering end-user requests and manage the overall communications on technology changes and evolutions (e.g. tech upgrade).
  • Provide coaching, mentoring, and training to team members to enhance their technical skills and knowledge.
Service Provider Management:
  • Collaborate with third-party service providers to ensure the timely resolution of escalated IT issues and adherence to SLAs.
  • Establish and maintain strong relationships with service providers, acting as the primary point of contact for escalations and issue resolution.
  • Monitor service provider performance, including response times, resolution rates, and customer satisfaction, and address any issues or concerns.
  • Negotiate contracts, service level agreements, and pricing with service providers to ensure cost-effective and high-quality services.
 
Technical Leadership:
  • Provide technical leadership and expertise to support teams, assisting with sometimes complex technical issues and escalations.
  • Stay up-to-date with industry trends, technologies, and best practices in IT support, and recommend improvements to enhance service delivery.
 
Documentation and Reporting:
  • Maintain accurate documentation of IT systems, processes, procedures, and configurations.
  • Generate regular reports on team performance, service provider performance, incident trends, and service level compliance.
  • Analyse data and trends to identify opportunities for service improvement and efficiency gains.
Your profile
You qualify for this role if you…
  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
  • Proven 10 years of experience in IT applications support management, with a focus on 2nd line support operations with an international coverage.
  • Experience managing relationships with third-party service providers for 3rd line support.
  • Strong technical background in IT infrastructure, networks, and applications.
  • Ability to prioritize issue resolution with right levels of escalation as needed and manage multiple tasks in a fast-paced environment.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to talk to business in business terms while managing technical people and systems (ERP, Web, CRM, Microsoft Suite,…).
  • Passionate about customer service turning support issues/requests into opportunities to delight our customers.
  • ITIL certification or equivalent experience in IT service management preferred.
  • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Desk.
  • Are a team player and a problem solver, with a can-do attitude.
  • Are fluent in English + have a good mastery of French or Dutch.
  • Are interested in working for a company that wants to change the apparel industry.
About us

At Stanley/Stella you will witness a scale-up company who has the entrepreneurial mindset of a start-up. Experimenting and empowering people is key to achieve our challenging goals. Combine this with healthy financial results and the possibilities are unlimited. We live in a multicultural, high-energy environment where we encourage people to take the lead and step out of the ordinary. We don’t talk the talk. We walk the walk.

To do so, we rely on an entire eco-system where everyone is part of our journey. From suppliers and dealers to our own employees… because choosing the right partners empowers innovation and ensures our premium standards & quality we strive for. Innovation run through our veins and is in every aspect of the actions we take. No compromises are made when it comes to our aim for excellence.

Because, we re-invent fashion for a better world…

Are you in for this entrepreneurial journey?

You want to know more about Stanley Stella? Visit us here: careers | Stanley/Stella (stanleystella.com)
We are looking forward to hearing from you!
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