Description
We are currently looking for a Service Management Coordinator for a long term contract for my client based in The Hague, NetherlandsThe Service Management Coordinator has the following duties:
Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT
Align operational procedures with Service Improvements in Incident, Problem, Change or Release Management
Monitor and coordinate Incident handling within ICT Operations
Deliver communication and coordination procedures for major incident handling
Offer support and back up for Request, Change and Release management back up Problem Management
Review incident trends to proactively identify and prioritize problems
Initiate root cause analysis and resolution
Maintain internal ICT lines of communication and document business expectations
Identify areas for improvement and facilitate efficient handling of Incidents and Problems
Deliver ICT Reporting and implement improvements requested by management
Perform any other tasks in the area of competence as assigned by the line management
The job requires the following social skills and competencies:
Strong ability to communicate needs and motivations, especially under time or workload pressures
Excellent interpersonal skills
Very high attention to detail
Stress resilience and demonstrated ability to work well under pressure, both independently and in a team
Ability to motivate and influence others High level of customer-orientation
Ability to establish and maintain effective working relations with co-workers in an international and multi-disciplinary work environment
Skills required: Mandatory:
Approx. 3 years of working experience in a large and complex IT environment
Approx. 3 years of working experience as an Incident or Problem Coordinator or Change or Release Manager or as a Service Manager in an ICT organisation
Approx. 3 years preparing ICT process and procedure documentation for use internal to ICT at a level for internal audit review
Knowledge of internal audit procedures for ICT processes
ITIL Service Management to at least foundation level, and preferably practitioner level for Incident or Problem Management or ITIL Service Operation
Incident Management Technical or Procedural
Document Writing
Problem Management
Stakeholder Engagement
Desirable:
Service Level Management
Change Management
Release Management
Service Desk operations
Service Level Management