Software Support Manager I Service & Governance

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 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: T he Software Support Manager I will be responsible for the provision of advanced technical expertise to the platform teams and the business enabling continued operation and optimization of the concerned applications. Role accountabilities:

Manage a team of highly skilled individuals focusing on service delivery (Tier 3). Develop, monitor and improve service-related KPIs and metrics. Act as an escalation point for Global Engineering Applications incidents and service requests Represent Global Engineering Applications in Incident Management forums Act as a platform-agnostic technical advisor, providing guidance and recommendations that support business and technical objectives. Work closely with cross-functional teams to understand technical requirements and provide solutions that meet project goals and drive operational efficiency. Provide technical guidance and subject matter expertise to the business and platform teams. Help administration and maintenance of license servers, Appstore, 3rd line requests.. Create and maintain specialty-specific KBAs plus monitor adherence and usage within support levels 1 and 2. Provide expertise in one or more specialist areas including platform-specific, IT architecture, automation, citizen development, SQL and AR/VR visualization. Undertake other additional tasks as assigned by the line manager. Support requirements across gathering, testing and deployment, and ongoing maintenance and support. Support application patches, upgrades and enhancements, version testing and management of Appstore software packages. Ensure the application estate is secure, reliable, and performing optimally. Support resolution of escalations, feedback, and communications. Ensure technical specifications are in accordance with industry best practices and Arcadis’ standards. Shared accountability for effective communication and stakeholder management. Contribute to continuous process improvement and the implementation of industry best practices in daily work. Support compliance with industry standards, regulations and security requirements. Actively contribute to knowledge and best practices sharing across other teams within the tower

Good technical knowledge and understanding of software platforms, application portfolios and associated technologies, with the ability to support business and operational requirements effectively. Strong experience supporting software platforms, applications and technology services within enterprise environments, with a proven ability to deliver reliable operational support and service improvements. Demonstrated ability to independently solve technical problems and deliver outcomes in a logical, methodical and time efficient manner when working from high level objectives and requirements. Strong analytical and problem solving skills, with the ability to investigate issues, identify root causes and implement practical solutions that improve service quality and user experience. Good interpersonal and communication skills, with the ability to build effective working relationships and collaborate successfully within global and cross functional teams. Experience supporting multiple projects, initiatives and operational activities simultaneously, balancing competing priorities while maintaining high standards of quality and service delivery. Good understanding of automation, scripting and software development technologies, including experience or exposure to Forge, APIs, C#, Python or