Engineering Manager User Support & Experience - 2025-31788

Internal job title: Lead Engineering, niveau 1

Department Head quarters: Tech & Data

Education level: University education

Contract hours: 32-40

Job description

As an Engineering Manager User Support & Experience, you ensure that IT support for head office and distribution centres runs seamlessly. You continuously improve processes and services. With data and smart solutions, you make work easier and faster for thousands of colleagues.

Get started! This is what you will do
You ensure colleagues can work without friction. Think of reliable devices, clear processes, and fast support. At the same time, you look beyond the traditional service desk approach.

You lead an internal team of around eight colleagues. Together, you improve services for approximately 3,000 users across head office and distribution centres. You support the growth of your team and encourage ownership.

You work with data on a daily basis and translate insights into concrete improvements. You analyse where requests come from, where processes slow down, and where improvements can be made. This can relate to lead times, usability, or customer satisfaction.

You drive automation. Wherever possible, you replace manual work with smarter solutions such as self-service and digital agents. This creates space to focus on what really adds value.

You collaborate with external partners who deliver part of the support, such as field support for stores and the service desk for office employees. You oversee quality and ensure everything aligns with internal processes.

You are the owner of key IT processes such as incident and change management and ensure these processes continuously improve in practice.

Your main responsibilities:

• Line management for a team of around eight colleagues.
• Responsible for user support services for head office and distribution centres.
• Ownership of incident and change processes across IT.
• Improve services based on data and insights.
• Reduce lead times and increase customer satisfaction.
• Drive automation and self-service solutions.
• Collaborate with suppliers and manage SLA agreements.
• Ensure clear processes and ownership within the team.
• Optimise device management and workplace services.
• Identify bottlenecks and directly improve operations.

Together we are Jumbo: This is where you will work
You will work in a close-knit and engaged team of around eight colleagues, including adoption consultants, a service delivery manager and process owners. Together, you make sure the service improves every single day. You will also work closely with external partners who deliver a large part of the service desk. You ensure strong collaboration and alignment between internal and external services.

The atmosphere is informal and energetic. We support each other, take initiative, and celebrate successes. With energy, humour, and the drive to get better every day.

• You make sure thousands of colleagues can do their work without even thinking about IT. Through smart improvements, data, and automation, you continuously enhance support.
• Happy colleagues who can do their work without friction. You improve customer satisfaction and accelerate processes.
• You’ll work with adoption consultants, process owners, a service delivery manager, and onsite support engineers. Together, you continuously improve the service we provide.
• You’ll work closely with various tech teams and external partners. Together, you ensure everything runs smoothly.

Extra information

Salarisschaal: Schaal 11 (HK)

Contactperson: Kyon Adriaans 

Hiring Manager: Niels van de Wall