Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description:

The role sits within our global business area Digital Intelligence. We use digital intelligence and deep human knowledge to create products and solutions in a holistic way. We empower our clients with agile, data-driven insights and technologies that complement our sustainable design, engineering and advisory expertise. We can confidently work in partnership to address global challenges from climate change and rapid urbanization, to increasing digitalization, socio-economic disruption and societal expectations head-on, all with the common goal of improving quality of life.

The Service and Support Hub Regional Lead will be responsible for leading a team of first and second line support analysts to provide 24/7/365 support to our global customers. The Service and Support Hub Regional Lead will assist the Customer Service and Support Director in being a point of escalation and help to create an integrated, data and results driven team.

Reporting to the Customer Service and Support Director, you will help set the way and lead by example. You enable your team to follow a framework using ITSM and industry best practise. You will be an integral part of the Service Desk team, working closely with the Customer Service and Support Director. Together we will form, lead, and cultivate the one vision of unified support.

Working closely with the Customer Service and Support Director and other technical teams to provide high quality technical support to our customers. You will form an essential part of an established but transforming team therefore need to be both proactive and reactive in your approach whilst possessing a drive to develop both you and your team. 

Role accountabilities:

Our ideal candidate will ideally have previous experience of working in a busy service desk or service delivery environment for organisations delivering complex software and hosting services.

Providing day to day operational supervision and direction to several Service Desk professionals, acting as an escalation point    Ensuring all administrative tasks, such as workload allocation, rostering, prioritisation, tracking, and reporting are carried out in a timely and communicable manner Ensuring all tickets are accurate, up to date and well managed Motivating and inspiring your team to deliver exceptional customer service   Mentorship and coaching of team members in alignment with organisational values, policies and practices   Ensuring the team have effective learning and development plans in place including enabling knowledge sharing activities to take place, identifying training needs and solutions   Managing and adhering to Service SLAs Working to industry best practices Resource management ensuring the team are appropriately tasked and managing any under/over capacity    Comply with and actively follow IT processes for Incident, Problem and Change management Ensuring regular updates and communication to customers  Use Service Management tools to track and monitor activity (Zendesk, Jira, Monitoring and Alerting technologies)    Attending customer service reviews and customer meetings as required   Conducting continuous improvement activities such as process optimisation, introducing new practices and innovation 

Qualifications & Experience:

Our ideal candidate will ideally have previous experience of working in a busy Service Desk or Service Delivery environment for organisations delivering complex software and hosting services. You will have a proven background in a Service Delivery Management role and be a strong motivator able to get the best from their team.

Must haves:

Keen to learn Solid previous experience in a service or technical support role   Ability to coach and develop teams  Advanced technical skills including the ability to problem solve and conduct deep analysis / investigation of incidents and problems   Significant experience in a customer facing role in a software / IT based organisation   The ability to learn quickly and adapt to changing requirements/circumstances   Experience of collaborating across multiple teams   Self-motivated and proactive in approach    Customer centric meaning the customer is at the heart of their work   Willingness and ability to work in a shift pattern (“Follow the Sun” model)   Natural curiosity and ability to problem solve   Excellent written and verbal communication skills

Nice-to-haves:

Experience as a team lead or similar technical managerial role  ITIL V3 or V4 or the willingness to undertake the training   Experience of supporting services that operate within business-critical scenarios  Exposure to Maximo, MS Azure and/or AWS environment

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. We are an equal opportunity and affirmative action employer. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. We are dedicated to a policy of non-discrimination in employment on any basis including race, creed, color, religion, national origin, sex, age, disability, marital status, sexual orientation, gender identity, citizenship status, disability, veteran status, or any other basis prohibited by law.

The salary range for this position is 95,900-178,000 CAD. The base salary represents Arcadis’ hiring range for this position. Actual salaries will vary and will be based on various factors, such as location, skills, experience, and qualification for the role.