Operations Manager – Onsite Services

About the role

We are looking for a hands‑on Operations Manager to lead our On‑Site Services team at Agfa’s headquarters in Mortsel, Belgium. The role focuses on stabilising service delivery, developing a high‑performing engineering team, and continuously improving customer satisfaction in a complex IT environment.

Key responsibilities

• Lead daily On‑Site Services operations, ensuring SLA, KPI and CSAT targets are met.
• Monitor, optimise and document service processes following ITIL best practices.
• Manage, coach and develop a team of 10‑15 engineers, handling staffing, planning and performance reviews.
• Act as the primary operational contact for the customer, building strong stakeholder relationships.
• Oversee IMACD tasks, mobile subscription management, and asset receiving/shipping.
• Respond to incidents and service requests via ServiceNow, providing VIP and executive support when required.

Required profile

• Several years of leadership experience in IT Service Management or On‑Site Services.
• Proven ability to manage complex service delivery environments and drive continuous improvement.
• Strong customer‑focused mindset with experience handling enterprise‑level relationships.
• Fluent in Dutch and English, with a valid B‑category driving licence.

Required skills

• Windows 10/11 operating systems
• Microsoft 365 suite
• ServiceNow (ITSM tool)
• ITIL framework
• VPN and basic network troubleshooting
• IMACD processes (Install, Move, Add, Change, Dispose)
• Asset management and inventory systems
• Mobile device and subscription management

What we offer

• Full‑time permanent position within a leading technology company.
• Opportunity to shape and improve a critical service function.
• Collaborative on‑site work environment at Agfa’s modern headquarters.