Service Delivery Manager/Brussels

Brussels  ‐ Onsite
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Description

Excellent contract opportunity for a French speaking Service Delivery Manager to join an International client based in Brussels.

Duties:

  • Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration.
  • Manage overall Service Management Process integration of all teams, including all teams within teams, Business Units, and subcontractors/third party vendors, delivering services to the client.
  • Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management processes.
  • Act as lead of Service Management Team and ISM Processes for a given account or set of accounts.
  • Act as escalation point for Service Management Process and Resources on the Account.
  • Maintain working relationship with client on Operational matters and owning client issues.
  • Bridge gaps between delivery teams to help drive rapid recovery during major incidents.
  • Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
  • Act as escalation for Problem Management to SILs/Delivery Line Management if RCAs are not meeting the required quality on consistent basis.
  • Work with Incident/Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly.
  • Lead trending/process improvements, reduction in overall Incidents, failed changes etc.
  • Lead ISM Process awareness across all Service lines and provide education if required.
  • Promote Known Error Database (KEDB) across service lines which could in turn help in speedy resolution of Incidents.
  • Build & distribute Know Your Customer (KYC) document.
  • Revise, Review and ensure approval of ISM Process Account Level Process Interface ManualHis.
  • Responsible for ISM processes & oversee execution.
  • Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery.
  • Escalate to SIL in case there are backlogs for Incident, Problem, Change records.
  • Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate.

Kindly forward your CV for consideration.

Start date
ASAP
Duration
1 month +
(extension possible)
From
Endeavour Recruitment
Published at
02.03.2018
Project ID:
1513628
Contract type
Freelance
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