Description
Service Delivery Manager - Brussels, Belgium - French and Dutch speaking
(Service Delivery, Service Manager)
One of our Blue Chip Clients is urgently looking for a Service Delivery Manager.
Please find some details below:
Job description summary
The Service Delivery Manager is responsible for work management.
Expected deliverables are the following:
- Contribute to work management in order to receive and respond to work from support centers, key users and third party entities (ie: hosting, service partner, etc.);
- Categorize, prioritize and record all work;
- Ensure their follow-up and the possible re-launching of works, including the work of third parties impacting or in connection with applications;
- Escalate when necessary by following the procedures in place;
- Define reports on the follow-up of this activity with at least the information requested by the client;
- Establish and provide the programming plan, platform work according to the prioritization and system requirements (ie backup, platform availability, incompatible processes);
- Update the work scheduling plan for all platforms (predicted according to a period defined by the client);
- When necessary plan and modify the programming in order to reach the required levels of service and minimize risks (ie: incident, work conflict, etc.);
- Provide quality control for job requests (ie: ensure that you have all the information, constraints of work requests and backspace, etc.);
- Monitor the progress of planned work, identify the risks of collisions of work on the operation of the system and solve the problems of planning during events (ie: incidents, reassignment of priorities, etc.);
- Maintain the database of planning, contact, execution and interdependencies of work;
Do a systematic feedback on the planning and execution of work:
- Between sub-environments of an application (ie: development, recipe, homologation, performance, pre-production, etc.)
- Between secondary environments and the production of an application,
- Between different applications.
- Update the requestor and the client on the work's advancement.
In the case of an emergency stop management:
- Relay and identify needs for emergency stops;
- Manage planning with the service beneficiary for emergency stops;
- Escalate, if necessary according to procedures in place;
- Inform the customer of an emergency shutdowns, of the technical and application repercussions;
- Inform the application managers, the users of the emergency shutdowns. They also need to be informed of the technical and enforcement repercussions;
- Possession of the necessary validations for the emergency stop (service beneficiaries and clients).
Responsibilities The consultant will work on different tasks and these also includes operational one.
In contact with the department of services:
- In order to reach daily goals, the consultant will need to monitor and make sure that SLA and expected performance are met. Low performant services will be identified and addressed in order to be improved.
- Manage and monitor all the activities related to the services' department:
When needed an issue can be escalated to the appropriate team in order to make sure that the service's quality level remains the same.
- Make sure that all services and teams (GDC, GDI, GDE, GDC, GDI) are working properly by analysing, indentifying the weakness and strength of proposal.
- Follow up of the daily relation and communication between the service's beneficiary and the different teams (incident, change, problem, complaint, etc.);
- Provide support and information to the teams in charge of the operations and contractual relations of department.
-Manage risks that could impact services.
Related to the client's relation:
- Writing of document concerning the service's agreements, communication document and all other contractual documents;
- Making sure that the necessary requirements are met before the activation of a service (ie : exploitation of an application infrastructure);
- Qualify and validate cases in terms of tasks (project, changes, etc.);
- Provide support and the information needed for the client's management (DCM, CSMI);
- Provide the necessary support and information to the Directors/Project Managers;
- Provide the end-to-end services for the service receiver;
- Prepare the SLA reporting to provide and present it to the client and his/her management team;
- Prepare and participate in the various operational committees with the service's receiver in support of the referring SRM;
- Accompany our service's receiver in their transformation of the SI with an active partner mindset;
- Promote client's services to our service's beneficiaries;
- Be involved in the implementation of new offers of service or modification of existing ones.
In this way the consultant is in touch with all the stakeholder of the IT operation in charge of managing requests, changes and incidents concerning its unit.
The consultant must deliver, propose and adapt (if validated) the content of the deliverables and activities (below) in order to reach the goals.
Soft-Skills Experience of 3-5 years as a Service manager, Service Delivery Manager or Delivery Manager
Experience with Application support
Experience with Incident management
Experience with Change management
Experience of working in a complex environment and large companies
Excellent communication skills in French, Dutch and English
Resilient and pro-active
Stress resistant
Screening requirements Fluent in French, Dutch and English spoken and written
Please send CV for full details and immediate interviews. We are a preferred supplier to the client.