Teamlead ICT Service & Werkplek @ Sint-Trudo Ziekenhuis
AMSP04541
Function
As a regional healthcare center, Sint-Trudo Hospital strives to provide person-centered, high-quality, and safe care for every patient in the region. In a modern hospital, a stable and reliable IT environment forms the foundation supporting all clinical and administrative processes, making IT a direct enabler for care providers and overall patient safety.
The overarching objective of the Lead Service & Workplace role is to deliver professional, high-quality, and agile IT service management aligned seamlessly with the hospital's ambitions. In this key role, you are the driving force behind increasing the IT department's maturity level, facilitating the transition from an ad-hoc, reactive way of working to structured and proactive service delivery. By establishing a solid process architecture and introducing clear standards, service catalogs, and formalized SLAs, you elevate the overall quality of service to a higher level. As a central and recognizable point of contact for the organization ("Het Huis"), you bridge the gap between technical capabilities and daily clinical practice, ensuring short lines of communication and strong mutual trust. You add direct value by guaranteeing operational continuity at the workstations and critical departments—such as the ER and operating room—enabling medical and nursing teams to perform their care tasks uninterrupted. Furthermore, as a hands-on and coaching leader, you bring structure, stability, and motivation to the team, fostering professional competency and employee satisfaction. In this way, the role makes a tangible and lasting contribution to the ongoing modernization, efficiency, and quality of care at Sint-Trudo Hospital.
Tasks and Responsibilities:
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Leadership & Coaching: Lead, coach, and guide the team (3 Service Desk specialists and 1 Workplace/M365 Engineer) using a hands-on leadership model.
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Service Management & ITIL Processes: Define the process architecture and ensure continuous improvement for incident, problem, and change management.
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Service Catalog & SLAs: Act as the owner of the service catalog, SLAs, and role/team overviews facing internal healthcare and support departments ("Het Huis").
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Central Point of Contact: Strengthen the role of central point of contact for clinical departments, building a service-oriented, transparent working relationship.
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Quality & KPIs: Lead top-5 incident reviews to drive structural solutions, while managing KPIs such as repeat incidents, resolution times, and accessibility.
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Service Desk Operations & Hands-on Contribution: Ensure daily availability and effective triage by the Service Desk, while actively participating in daily operational tasks.
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Project Management: Take ownership of project management for IT execution and projects within the Service & Workplace domain.
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Vendor Management: Monitor SLAs and commitments with external suppliers within your scope.
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Security Hygiene: Maintain daily security hygiene (patching, EDR coverage, awareness) and identify/escalate security events within the domain.
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On-Call Duty: Participate in the IT on-call duty schedule according to the applicable rotation.
Profile
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Education: A Bachelor's or Master's degree in IT, Business Administration, or a related field, or an equivalent level gained through relevant practical experience.
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Relevant Work Experience: At least 5 years of experience in a leadership or coordinating IT role (e.g., as Team Lead, System Engineer with coordinating duties, or Helpdesk Lead).
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ITSM & ITIL Knowledge: Proven experience in professional IT Service Management (ITSM) and the structured implementation or application of ITIL processes (incident, problem, and change management).
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Leadership Style: A coaching and hands-on leader who can motivate and structure a team while pragmatically rolling up their sleeves on the service desk when necessary.
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Communication & Stakeholder Management: Excellent interpersonal skills and strong adaptability to build bridges between IT and the clinical floor ("Het Huis") as a central point of contact.
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Flexibility & Context: Willingness to participate in the IT on-call duty schedule according to the applicable rotation, with experience in a healthcare or complex 24/7 environment being a definite plus.
Offer
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Unique Building Opportunity & Impact: You are joining at a pivotal moment of transformation; you get the mandate and freedom to build a brand-new IT domain and professional service management (ITIL) from the ground up, shaping it with your own vision.
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Combination of Leadership & Technical Depth: As a hands-on, coordinating leader, you stay close to operations while further developing your skills in people management, coaching, and process architecture.
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Human-Scale Environment & Short Lines of Communication: No anonymous corporate culture; you will work in a regional, human-scale hospital where everyone knows each other, lines of communication with executive management and clinical departments are exceptionally short, and decisions are made quickly.
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Direct Societal Value: Your work and the stability of your IT workstations directly support healthcare providers on the floor and patient safety across the region.
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Attractive Remuneration Package (IFIC 17): Position classification in the hospital sector according to IFIC category 17, guaranteeing a competitive and stable salary.
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Excellent Holiday Allowance & Seniority Days: In addition to 24 statutory holiday days, you earn an extra seniority day for every 5 years of service.
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Focus on Well-being & Work-Life Balance: Structured teleworking arrangements are being rolled out, giving you the flexibility to manage your schedule and working day pragmatically.
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Continuity & Growth Opportunities: HR policy places a strong emphasis on personal development, individual guidance, and targeted training opportunities to further strengthen your professional maturity.