Description
Service Delivery Manager, Infrastructure, Network, LAN, WAN, Security, Telephony, ITIL, Brussels, Belgium
Duration: 6 months+ renewals
Day rate: 430 EUROS
Languages: French and English
Required Skills and Competences: (all mandatory)
- Fluent in English and French
- Knowledge of ITIL Foundation level
- Good knowledge of LAN, WAN, security and telephony
- Good communication skills
Detailed description:
- The consultant will work for the delivery of Network services (LAN, WAN, security and telephony). and report to the Head of IT Operations.
- 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);
- Continually search for areas for improvement to ensure service efficiency and thus continually improve quality and customer satisfaction;
- Maintain and improve the services catalogue.
Please forward your CV for a mission/role description and immediate consideration