Service Manager

Service Manager

Job Description

Job ID: HNMJD802

Role: Service Manager 
Locations: Belgium
 
Required Skills:
Primary Tasks & Responsibilities:
• IT Service Catalog :
-    Ensure all operational services are defined and recorded within the service catalogue
-    Ensure all information within the service catalogue 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 profile requirements:
• 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 across levels within the organization.
 
Non-Technical profile requirements:
• 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.

Interested? Send us your resume to jobs@hnmsolutions.be

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