Description
QUALITY MANAGER (ITIL, SMT, TRAINER EXPERIENCE
The contract is with a large consultancy based in Brussels to be on assignment at a client site in Brussels.
The client is looking for a Quality Manager as follows:
Tasks:
. Provide assistance and coaching on SMT to the IT teams
. Organise and deliver training sessions for the various SMT modules
. Collaborate in updating and maintaining SMT Space (wiki)
. Creation and maintenance of SMT user documentation, newsletters, technical manuals and process guides
. Stay up to date with all customisations of SMT
. Advice on quality improvements
. Identification and dissemination of best practices and procedures
. Collaborate in the process of quality control and test of new SMT functionalities and SMT reports
. Creation of E-learning courses for SMT users in collaboration with training services
. Collaborate in identifying and validating user needs and providing feedback to SMT developers and support staff
. Collaborate in the SMT user survey (preparation of questionnaire and explanation of the results)
. Contribute in the overall consistency of the SMT environment in accordance with the ITIL processes supported by SMT (IM, PM, CM, RM, ConfM, SLM, KM)
. Collaborate with the SMT Back Office team on problem and incident investigation
. Collaborate with the Back Office team in the context of new releases, risk & impact assessment and a continuous improvement program
. Make proposals for project strategies, planning, definition of tasks and deliverables, review of project deliverables, quality control and risk analysis
. Participate in functional working groups and progress meetings
. Assist the project manager in the various phases of the SMT project.
Knowledge/Experience/Skills:
ITIL Foundation certification
Ability to coordinate with small multi-disciplined teams
Ability to participate in multi-lingual meetings
Ability to effectively deliver presentations on the topic of SMT
Capability of integration in an international/multi-cultural environment, rapid self-starting and teamwork experience are mandatory
Proven experience with ITIL procedures
Experience as a trainer is a must
Experience HPE Service Manager will be considered an asset
Ability to write user oriented documents
Didactical capabilities
Experience in creation of E-learning courses
Good understanding of the ICT infrastructure technologies will be considered an asset
Experience with User Experience Design will be considered an asset
Experience in software quality assessment
Experience with other service management tools (eg Remedy) is considered an asset
Experience in working with technical teams will be considered an asset.
Bachelor's Degree
16 years' work experience and studies included, 12 years' specific expertise