Description
Service Delivery Manager (Infrastructure) - Brussels, Belgium
Languages: ENGLISH and FRENCH (bilingual)
Skills and Experience:
- Master's degree or equivalent through experience.
- Knowledge of ITIL Foundation level (Certification).
- Good knowledge of Platforms, Linux, Storage, Workstations Good knowledge of OS, Virtualisation and IT in general.
- Good knowledge of LAN, WAN, security and telephony
- Experience in standard MS Office applications.
- Ability to document technical solutions from different perspectives, users, developers, support, deployment & security.
Description of work:
- Conduct service level reviews (KPI measurements) to qualify the success of service delivery.
- Propose changes in calculating these KPIs or ways of developing KPIs that are more representative for measuring the service quality.
- Ensure that service levels are met (SLAs).
- Ensure the relevance of the OLAs/SLAs for new services.
- Lead Operational service Governance Board, participate in Tactical and Steering service Governance Boards.
- Validate service requests made to teams.
- Analyse and evaluate the real service performance against the SLAs and OLAs.
- Act as crisis manager in case of major incident, including communication with the impacted department managers.
- Coordinate cross-domain processes with the process managers to manage the continual improvement process.
- Ensure that the processes are adequate with the tools (ITSM & CMDB).
Please send your CV to Janisha and call to discuss further.
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