CSR Team Lead

For one of the largest clients, I am seeking for a 'CSR Team Lead' for a permanent position in Antwerp, Belgium.

Role Description:
The Global CSR - Stable Team Lead will oversee and manage the Regional CSR - Stable Team Leads, maintaining a Real Time knowledge of global CSR - Stable Team resources. Regional CSR - Stable Team Leads will coordinate and manage the activities performed by the in-region CSR - Stable Teams resources.

Job Responsibilities:

• Build and manage the offshore teams and direct all related People/Process and Technology competencies.


• Formalize internal process to ramp-up expertise of resources


• Work with SDM on day to day operations.


• Manage client relationship at multiple levels of customer organization


• Manage service levels and go beyond contracted SLA and deliver value add


• Vendor management


• People Management and engagement (Attrition control).


• Lead in the technology selection and organizational build-up efforts


• Collaborate with Account management teams to qualify Business expansion opportunities.


• Identify and manage infrastructure technical standards that are relevant to our customer


• Produce and maintain the long term technical architecture strategy and roadmaps, in collaboration with customers and vendors.


• Secure infrastructure architecture compliance.


• Drive research activities, and keep updated on market trends.


• Infrastructure architecture quality assurance and making sure that EA certification is performed in deliveries


• Support the customer and co-workers with infrastructure architecture guidelines, frameworks, and also specific analysis and recommendations when needed.


• Work with IT Security and Compliance team to define the security architecture concept that can support customers.


• Support overall IT strategy with the relevant infrastructure architecture.


• Define and monitor the application of architectural and technological guidelines, in order to make sure applications and services are "designed for operations"


• Overall P&L responsibility.


• Expansion of services to fill all gamut's of infrastructure-increase breadth.


• Focus on project opportunities and transformation initiatives


• ITIL process definitions and implementation


• Automation in service delivery


• Resource management, Utilization and Billing


• Management reporting


• Conduct regular in depth service and process audits.


• Employee retention, motivation and training


• Focus on grooming people from L1 to L2, L2 to L3 within select timelines


• Value add to customer - YOY by working closely with the Transformation and


• Consulting group for Architecture gap assessment studies


• Implementation of new technologies


• Consolidation/Virtualization opportunities


• Reduce business impact of outages


• Cost savings through better solutions


• Enhance operational efficiencies


• Overall SLA management - Operation interaction with technologies Lead


• Overall Service Owner


• Overall Customer and Employee Satisfaction


• Certification-ITIL & PMP or equivalent

Please apply now if you are interested and available.