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Service Quality Manager

the world around us

We live in extraordinary times. Technology, society, the job market - they’re all rapidly advancing, and opening up previously unimagined opportunities. With innovation driving the world of work even faster, many of us are left wondering: how can I find a job that works for me?

people at the heart of everything we do

Working at Randstad is unlike working at any organization. Because at Randstad we put people at the heart of everything we do; this goes for our clients, our candidates, our employees and society. By combining our passion for people with the power of today’s technologies, we support people and organizations in realizing their true potential. We call this Human Forward.

Are you our new colleague? We’re looking for a Service Quality Manager at Randstad Global, Digital Factory
Randstad is the number one staffing company with many operating companies divided across 38 different countries. Driven by its “Tech & Touch” strategy, Randstad is pursuing digital transformation and quickly becoming a truly globally integrated company.

Spearheading Tech & Touch is “The Digital Factory” that aims to pick up successful local innovations and refactor them for scale across the wider group. Besides innovation, operating companies (opcos) and group-level entities increasingly work together on global projects and establish “global chapters” in areas like IT, HR, finance, marketing and data science.

Your typical day includes:

As our Service Quality Manager, you are part of the service management as-a-Service team in the Chapter IT of Randstad Global Digital Factory. You are responsible for building a strong customer experience worldwide, by ensuring high service levels and quality of our IT operations. You are the point of contact for a selection of partners and customers with regard to the displayed Service Level and safeguard the actual service delivery performance & quality is in line with the design, agreements and service levels. Your span of interest goes from service -and quality management to detailed IT cloud and infra operations topics but at the same time you’re able to effectively communicate with external IT partners and suppliers.

Your responsibilities and contribution activities include:

Quality controls

• assure the reliability and consistency of our IT products by checking processes and outputs and identifying mistakes or deviations from standards and /or design.
• oversee the development and execution of operational and service improvement plans and monitor and report on execution

Communication/Collaboration

• effectively communicate with external IT partners and suppliers on quality issues and continuous improvement
• work closely with the product owner teams to provide guidance on embedding quality control, compliance drive use of templates, best practices
• working closely with IT management and product teams to communicate problem impacts and to understand business requirements

Reporting/Standards/compliance

• define quality controls/automation to ensure it is part of the IT operations tooling, processes and testing best practices
• monitor and update on operation concern and/or compliance matters and propose resolution
• provide reporting on systems health, risk, status.
• keep records of quality reports, statistical reviews and relevant documentation
• collect, consolidate and analyse data to support effective decision making and provide communications regarding the overall status, risks and issues

your background

• master’s degree or level preferred
• certification of quality control is an advantage (ISO 9000 etc.)
• knowledge of Business Continuity Standard
• excellent numerical skills and understanding of data analysis/statistical methods

role related competencies

• great attention to detail and a results driven approach
• shows creativity and initiative to improve service quality and effectiveness
• comfortable communicating cross-functionally and across management levels in formal and informal settings

general competencies

• good command of the English language
• proficiency in other languages (helpful but not essential)
• empathic and proficient in managing multiple stakeholders
• self-starting and self-supporting
• hands-on
• service-oriented
• likes to work in an international environment with different cultures
• willing and able to travel
• good communication skills
• enthusiastic and pragmatic

experience

• preferable 3-5 years experience in related field of IT, in a digital, multinational setting
• you should have proven track records in areas of methodologies of quality assurance and standards, IT Service Management, IT Configuration Management, Incident Management, IT Security Compliance
• experience with combining ITIL, PRINCE, Agile, Scrum and Lean methodologies
• experience in working with cross-functional teams

Within Randstad we defined the following Human Forward Leadership competencies:

delighting people:
connect people (client, talent, employee, society), building strong client relationships and delivering client-centric solutions.

performing today:
resourcefulness securing and developing resources effectively and efficiently.

leading change:
manages ambiguity operating effectively, even when things are not certain or the way forward is not clear.

securing the future:
drives vision and purpose painting a compelling picture of the vision and strategy that motivates others into action.

what do you get in return?

In return for your talent and effort we pay a good, competitive salary and offer attractive benefits. Job security and a great work-life balance mean we take care of each other. Imagine having an instant network where everyone wants you to succeed. And we have the numbers to back that up: we’re 34,680 employees strong, with over 4,715 offices in 38 countries. And 51% of our management is female. In addition you receive:

• mobility allowance
• bonuses if targets are being met
• 8.5% vacation allowance
• a benefit budget, of which you can decide to choose for extra money, vacation days, a bicycle, tablet, sports membership, or educational possibilities of your own choice
• 25 vacation days, with the ability to buy an additional 26
• a laptop
• budget to choose your own phone
• sim card with voice and data
• a lot of flexibility; work from anywhere, set your own learning goals
• a smart and international work environment
• unlimited learning and growth opportunities
• a great global network in the HR industry

Randstad’s performance standards are high, but as a team, we’ll make sure you reach and even exceed them through a wide range of learning and development opportunities. Joining our team means getting to work with great people. Each of them is crucial to maintaining our open-minded, entrepreneurial, and vibrant company culture.

Sure you’ll work hard, but this hard work is also rewarded, and success is celebrated. It’s the culture you’ll find in any of our global Randstad offices.

human forward starts with you

Randstad’s purpose is: supporting people and organizations in realizing their true potential. And this starts with making your work meaningful every day. It’s people-work at its best. Making work meaningful. So if you recognize yourself in the profile above, we gladly invite you to apply for this role.

about Randstad

Randstad is the global leader in the HR services industry. We support people and organizations in realizing their true potential by combining the power of today’s technology with our passion for people. We call it Human Forward. In 2020, we helped nearly two million candidates find a meaningful job with more than 236,000 clients. Furthermore, we trained close to 350,000 people. Randstad is active in 38 markets around the world and has a top-three position in almost half of these. In 2020, Randstad had on average 34,680 corporate employees and generated revenue of € 20.7 billion. Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands. Randstad N.V. is listed on the NYSE Euronext. For more information, seewww.randstad.com

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