Manager Global Service Desk - Mechelen,BE

Job description

Pleased to meet you, we are Galapagos, a dynamic fast growing Biotech company with offices in Europe in Belgium (Mechelen), France (Romainville & Paris), the Netherlands (Leiden), Switzerland (Basel), Italy (Milano), Spain (Madrid), the UK (London), Germany (München), and in the US (Boston).

We are in the business of changing lives. In our quest to discover and develop life-improving medicines we go where no one has ever gone before.  In every challenge we face, we see new opportunities.  We want to challenge the impossible.  We need thought leaders and rapid thinkers, entrepreneurs in spirit and status quo-fighters.  Collaborative innovators and perseverant idealists. We need the best-in-class.  In other words, we need you.


We are looking for a Manager Global Service Desk - Mechelen,BE

Scope of the job

As the Manager Global Service Desk, you will have a Key Role within the Galápagos ITS Support Organisation. Serving as a First Point of Contact towards the Business or its representatives, you also need to maintain close relationships with Peers in order to meet the required service levels.

As the Manager Global Service Desk you will be responsible for: 

  • Maintaining agreed service levels with our business
  • First Point of Contact for service request escalations
  • Provide Single Point of Entry for logging of Customer Service Requests
  • Setting up Workflows and Escalation Processes for Service Requests
  • Daily Management of the Global Service Desk Team
  • Implementing Operational and Service Level Agreements
  • Implementing Management Reporting and Dashboards
  • Setting up Key Performance Indicators
  • Creating and Maintaining Procedures, Checklists and Documentation
  • Optimizing the IT Service Management Tool
  • Minimizing recurring Service Requests through improvements and Self Service Platforms
  • Ensuring proper Asset, Configuration and Availability Management in agreement with the Application and Infrastructure Support Group
  • Conducting regular Customer Satisfaction Surveys

Job requirements

Who are you?

  • Business or IT related educational background, preferably with a Bachelor or Master Degree
  • Proven track record as an excellent people leader 
  • In depth knowledge of Global Service Desk processes
  • Familiar with ITIL Methodology
  • Excellent knowledge of Microsoft Office Suite
  • Good understanding of a Global IT Environment over different locations
  • Fluent in Dutch and English, understanding of French is an Asset


What’s in it for you?


You will be part of a fast growing and amazing company.  As ‘make-it-happener’ you will get all the support you need to make your job successful.  At Galapagos we aim to recruit the best people, who stand out among their peers, with integrity and excellent interpersonal and organizational skills. Our employees are the strength behind Galapagos, a highly motivated team, eager to maintain Galapagos’ leading position and achieve breakthroughs in pharmaceutical research. Galapagos offers a competitive remuneration package and a dynamic work environment.

We are Galapagos : together we can make it happen…!