Service Delivery Manager - Platform Services

Brussels  ‐ Onsite
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Description

Job description

Job Title: Service Delivery Manager - Platform Services

Job Type: Contract

Day Rate: €400.00

Location: Brussels

SDM for the delivery of Platform services (Platforms, Linux, Storage, Work stations).

The SDM will report to the Head of IT Operations Section. A good knowledge of OS, Virtualisation, Storage and IT in general is required and ITIL.

The Service Delivery Manager receives the project outcomes from the Project Manager, organises the RUN aspects of the activity by measuring the KPI, and manages the Service Levels in order to ensure operational services availability.

Tasks descriptions and responsibilities (general):

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;

Follow-up the execution of demands;

Represent the service in different Boards;

Escalate to management for non-standard demands;

Liaise with the Operational Change and Planning team;

Analyse and evaluate the real service performance against the SLAs and OLAs;

Analyse the metrics and objectives of 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);

Start date
n.a
From
Aim Hire Jobs
Published at
05.06.2018
Project ID:
1565631
Contract type
Freelance
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