Product Owner of End User Support

Division: Group Technology Services (GTS)

The Group Technology Services (GTS) IT division is responsible for planning, building, and leading the global infrastructure of Euroclear. GTS provides IT service management to the operating entities across various Group markets. It ensures that IT systems and services operate at agreed service levels and benchmarked cost levels, supporting business processes during both normal operations and disaster recovery.

Role Overview

We are looking for a dedicated and experienced Product Owner of End User Support to lead our helpdesk, on-site support and Hosting support teams. This role involves managing the end-user support services, managing the relationship with two providers (Computacenter and HCL), as well as their performance, driving improvements in user experience within the End User Tribe and beyond, by influencing various stakeholders.

Responsibilities

• Service Management: Oversee the helpdesk and on-site support services provided by Computacenter in Europe and HCL in Asia, ensuring timely and effective service delivery within contractual framework.
•  Relationship Management: Manage the overall partnership with Computacenter and HCL and ensure that they bring the expected value to Euroclear, in terms of delivery, quality, controls and innovation (practices and tools). This includes day to day work, governance meetings and escalations.
• Manage teams: Manage a “core team” dedicated to Continuous improvements, as well as a delivery team, “Hosting support”. Ensure that the service is delivered according to standards for KPIs, Quality, Risk.
• Manage scope extensions: Add scope to the service with a target to serve the whole group, including among others MFEX in all locations.
• Manage the squad’s budget.
• Role model: Become best in class in end user experience and influence the End user Tribe (and beyond) to adopt and “live” by new delivery standards, customer focused.
• User Experience: Drive initiatives to improve the end-user experience. Drive the adoption of new behaviours to adapt to the new ways of consuming end user IT services. 
• Service evolution and innovation: By leveraging Partners, bring new ways of servicing our clients and new technologies fit for purpose.
• Volume reduction: Work with the Partners and the core team to drive volumes down by simplifying, automating, adopting new ways of working to achieve corporate goals.

Requirements

• Experience in service management: Proven experience in managing end-user support services, including helpdesk and on-site support.
• Experience in managing outsourced services 
• Experience in people management
• Analytical and Problem-Solving Skills
• Excellent communication skills to effectively collaborate with cross-functional teams and stakeholders at all levels

Personality Traits

• Leader, can drive changes by syndicating the organisation
• Can step-back and have a helicopter view
• Driven personality, critical mindset
• Good organization, coordination and prioritization skills

Technical skills & methodologies

• Experience in working in an Agile environment
• Knowledge of Kanban boards (Azure DevOps, TFS or similar)
• Knowledge of ServiceNow
• Project management experience is a plus
• People Change Management is a plus
• ITIL Certification is a plus

Join Euroclear, where people power our success. As a people manager, you'll align the aspirations of our talented team members with the purpose of the organization. Your role? Inspire, empower and grow your team to achieve goals efficiently. You'll nurture talent, delegate wisely, and drive performance with constructive feedback. Ready to shape our future and unleash potential? Join us now. 

Why join us

Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system. 

What We Offer:

• Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries. 
• Practice your talents in a highly professional international environment. 
• Join a learning and development environment with an emphasis on knowledge sharing and training.
• Competitive salary and comprehensive benefits