BRCA19629

Senior Service Manager

Category:

IT Other

Project description:

Our customer is currently looking for a Senior Service Manager within IT Operations team to report directly to the Head of IT Operations. The Service Manager is responsible for quality, availability, performance and evolution of the technical service. In this role he or she acts as the prime customer contact for all services-related enquiries. is currently looking for a Senior Service Manager within IT Operations team to report directly to the Head of IT Operations. The Service Manager is responsible for quality, availability, performance and evolution of the technical service. In this role he or she acts as the prime customer contact for all services-related enquiries.

Responsibilities:

Primary Tasks & Responsibilities:
• IT Service Catalog :
- Ensure all operational services are defined and recorded within the service catalog
- Ensure all information within the service catalog is accurate and up to date
• IT Service Delivery:
- Define for each service SLAs with the customer
- Ensure the alignments of SLAs , KPIs on infrastructure services to meet functional customer requirements
- Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
- Provide service delivery status in IT business alignment meetings and other stakeholders
- Act as the service escalation point
• IT Service Continuity:
- Ensure all elements required to restore the services are known and in place in the event of a crisis
- Proactively escalate problems and issues and drive to resolution
• IT Service Transition :
- Ensure successful projects transition to operations within his or her services
- Link with Business enhancement and project management to ensure appropriate support of projects after go-live considering budget guidelines and resource availability
• Third party service providers :
- Manage Third party service providers functional services deliverables through
o Operational service reviews (incident escalations & problems)
o Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan & deliverables.

Secondary Tasks and responsibilities:
- Stakeholder management
- Reporting & Administration
- Planning and Program management



Technical skills:

• Expert level and Experience in IT Operations Management disciplines
• Very good experience in using and administrating the ticketing tools
• Good tangible experience in innovation and process improvements
• Expert level of internal and external communications cross levels within the organization.

Soft skills:

• Accepts personal responsibility for client satisfaction
• Ability to identify and implement process and/or application improvements
• Strong analytical and problem-solving skills
• Must be able to work on multiple simultaneous tasks with limited supervision
• Quick learner, motivated self-starter
• Excellent customer service, interpersonal, communication and team collaboration skills
• Able to follow change management procedures and internal guidelines
• Excellent communication & stakeholder management skills
• Leadership skills compatible with +5y of professional experience
• Training & Coaching skills compatible with +5y of professional experience
• People Management skills compatible with +5y of professional experience

Methodology/Certification Requirements:
• ITIL Foundation Certified with at least intermediate level.

Language:
- Perfectly bi-lingual (FR/NL)
- ENG

Contact person:

Contact name: Yves Cambron