Service Manager

Service Manager

European Dynamics

Brussels, Belgium

Description

We currently have a vacancy for a Service Manager fluent in English, to offer his/her services as an expert who will be based in Brussels, Belgium. The work will be carried out either in the company’s premises or on site at customer premises. In the context of the first assignment, the successful candidate will be integrated in the IT Service Management team that will closely cooperate with a major client’s IT team on site.

Your tasks

  • Providing advice, guidance, consultancy and assistance to the responsible officials in regard to the management of the development and implementation of services in order to meet the business needs;
  • Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
  • Monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders;
  • Management and coordination of the service desk activities, ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);
  • Advising to the definition of KPIs, as well as the monitoring and reporting on all quality indicators;
  • Security policies and procedures related to user access, PKI, certificates and password management;
  • Setting up and enforcing the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;
  • Enforcing the quality of delivery on schedule;
  • Structuring the information in ways that are appropriate to the target audience, using the available wiki or knowledge management systems (MS Sharepoint, Atlassian Confluence, CIRCABC);
  • Reporting on the service status (SLA, actions, risks, issues, decisions, changes);
  • Escalating issues, in particular the ones with potential impacts on time or resources;
  • Producing and/or reviewing documents;
  • Providing suggestions for service or methodology improvements;
  • Supporting the adoption of new ways of working and automations in the context of the modernisation initiatives (Agile, DevSecOps, including the progressive adoption of an application lifecycle management platform based on Atlassian and open-source tools);
  • Managing small-scale projects, including planning, quality management, risk assessment and mitigation.

Requirements

  • University degree with minimum 11 years of experience in IT service management of large scale critical IT systems with multiple stakeholders, especially in public administration;
  • Minimum 5 years in using IT service management tools: release management, configuration management, incident management, problem management, ITIL process compliance and BPM modelling tools;
  • Experience of large scale service support, service delivery and business continuity;
  • Good technical knowledge on the projects aspects;
  • Capability of understanding the needs, objectives and constraints of those in other disciplines and functions;
  • Good knowledge of ITIL, CMMI, SLA, OLA, SMT;
  • Ability to apply high quality standards to all tasks;
  • Good reporting methods;
  • Strong organisational and co-ordination skills;
  • Ability to produce minutes, notes, service level agreements, terms of collaboration, planning schedules, etc. in English;
  • Ability to give presentations in English;
  • Prior experience with customs and/or taxation applications is an asset.

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© EuroJobsites 2021

EuroJobsites is a registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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