Service Manager IT OPS - Transversal Services

You are responsible for monitoring the quality of the services provided by internal and external partners and for optimizing them. You offer support in cooperation with and between the parties. Your responsibilities are always situated at the overarching, transversal level. Your role and duties:

• With regard to the provision of services:
  • SPOC for questions and possible issues
  • Monthly performance reviews: challenge and validate the KPIs and Service Levels provided by the external partner
  • Regular review and, if necessary, review of KPIs / SLs to the changing environment and maturity of the service
  • Draw up improvement proposals based on the topics introduced and after own research
  • Follow up improvement projects, own and of the external partner
• In the context of the application of the established methodology (ITIL v3 based on IT4IT):
  • Supervise the general application of the recorded ITIL processes
  • Act as an escalation point for any (structural) problems with the application of the processes
  • Analyze, document and report any structural problems
  • Make proposals to improve the processes
  • Stay informed of all decisions that may have an impact on the quality of the service

• Bachelor or Master degree in Computer Science, Information Systems or related field; or you have equivalent work experience.
• Minimum of 8 to 10 years of IT and business/industry work experience and at least 3 years experience in Service Delivery Management. Solid experience in managing 3rd parties and vendors.
• Fluent in Dutch,French and English, spoken as well as written.
• Excellent interpersonal and collaborative skills and the ability to communicate IT Domain-related concepts to technical and non technical audiences.
• Ability to translate business goals requirements issues into technical and service specifications.
• Attention to detail and excellent analytical skills.