Description
Proteus Europe is searching for a French and Dutch speaking Service Delivery Manager. This is a 6 month contract in Brussels, Belgium, where extension is also possible.Our Client :-
Our client is an international consultancy with a reputation for delivering on projects with their consultancy customers. You will join and be part of their team to ensure this current project is a complete success.
Your New role :-
Context :
In the department Infrastructure Service Management, the IT Service delivery manager is the owner of its services.
- He/she is the link between the clients business and the operational technical teams.
- He/she is managing the day to day for its services to improve the availability/performance, resolving incidents in case of escalation.
Mission Description:
As IT Service Delivery Manager, you will be responsible for delivering the GDFSUEZ-IT services at agreed operational level and implement the GDFSUEZ-IT processes.
Therefore you will:
o Develop Operational Level Agreements (OLAs) and budget agreements for your customers
o Track the defined Operational Level Agreement against performance target for your customers and identify the missed targets, request service improvement actions, make sure action plans are made and followed up and raise issues to your management
o Provide support and information to the Customer Relationship department (account managers)
o Provide support and information to the Program Management department (IT Project managers)
o Prepare reporting on Service Level Achievement for delivery to customers and management
o If needed, request resources to maintain GDFSUEZ-IT Services level, ensure resolution of Service Incident
o Collaborate with the Operational Change and Planning team to Manage Change, Service Level and Problem
o Initiate a problem team
o Contribute to the maintenance of the service catalog
o Participate in the definition of the Service Level management processes and implement them.
Your Skills and experience :-
Essential Skills :-
The mission requires the following skills and competence:
- Languages : French - Dutch - English
- Strong technical background in IT Infrastructure Operations ( Storage, Data center, DB, SAP, ...)
- Experience in managing and negotiating Service Level Agreements
Methodological skills
Expected methodological skills :
o good knowledge of IT infrastructure and planning and control
o have overall knowledge of ITIL methodology
o service minded, stress resilient and you have strong negotiation skills
o collaborate constructively with other people, you innovate and take initiatives
o take decisions, on time and in complex situations and matters and you are fully aware of the consequences of your opinion
Required experience
Required relevant professional experience :
o 4-8 years for a confirmed profile
Desirable Skills :-
Proteus Europe operates in partnership with our candidates by building strong and lasting
relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the
process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in
confidence for a discussion about how we can help you.