IT Functional Service Manager (SAP Focus)

Brussels  ‐ Onsite
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Description

Senior IT Functional Services Manager - Business Operations (SAP focus)

You will be responsible for the quality, performance, design and evolution of the functional service. You will act as the prime customer contact for all services-related enquiries.
You will be a primary stakeholder in all of the IT processes which enable or support the service. You will be responsible for the service quality and cost of their service(s) at any stage of the service life cycle.
You will work closely alongside management, project teams, and service providers to ensure that changes are delivered as expected and the service is running as per agreement.

RESPONSIBILITIES:
1/SERVICE DELIVERY (30%)

- Manage functional demand - new demand of enhancements for the service. Include business stakeholders for prioritisation and alignment throughout the service according to the service change budget
- Control and manage service cost and budget
- Manage Third party service providers through:
* Operational service reviews (incident escalations & problems)
* Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan & deliverables
. Provide input to Manager Functional services Group
. Monthly reviews: Validating if the service is delivered as per contract and define the financial implications
- Manage escalations for functional services in scope of the service
- Manage the service delivery of the functional service providers to ensure the appropriate service integration activities and testing are executed as connected services are changing

2/SERVICE QUALITY (30%)

- Ensure that the ongoing service delivery and support meet the agreed customer requirements
* Define the SLAs with the customer for each service
* Translate customer SLAs to functional service delivery SLAs
* Manage the functional external providers service delivery to meet the functional SLAs
. Ensure the alignments of SLAs and KPIs on infrastructure services to meet functional customer requirements
. Provide functional service requirements to IT Sourcing department for service contracts
- Identify opportunities for operational service improvements.
- Management reporting: Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance

3/SERVICE TRANSITIONS (20%)

- Ensure successful projects transition to operations within your services
- Link with Business enhancement and project management to ensure appropriate support of projects after go-live, considering budget guidelines and resource availability
- Align with business and IT stakeholders to develop the required support models for new applications & services in your service

4/SERVICE DESIGN & EVOLUTION (20%)

- Accountable for service design and evolution
* Service evolution: Develop Service evolution road map in accordance with the sourcing and enterprise architecture guidelines
* Service Level management: Develop and maintain the service catalogue of your service.
* IT Service Continuity: Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis.

EXPERIENCE/SKILLS REQUIRED:

- Strong IT Service Management skills (10+ year IT Service Management experience)
- Strong knowledge of SAP service delivery
- Experience of a Managed Serviced environment
- Team worker, organised, good communicator, empowered, decision maker
- Ability to see the bigger picture, and drive the changes in a complex, multiple stakeholders environment

Location: Brussels, Belgium (No remote work)
Start Date: Immediate
Contract length: 6+ month duration through renewable 3-month contracts
Languages Required: English (French or Dutch)

If you are interested in this role please get in touch ASAP with an up to date version of your CV.

Also, feel free to call me to discuss this in more detail.

I look forward to hearing from you.

Start date
n.a
Duration
3 months +++
(extension possible)
From
Energize Recruitment
Published at
07.12.2017
Project ID:
1466262
Contract type
Freelance
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