SharePoint Service Manager - Brussels, Belgium - English speaking - 6

Brussels  ‐ Onsite
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Description

SharePoint Service Manager - Brussels, Belgium - English speaking

(SharePoint Consultant, SharePoint Manager, SharePoint Project Manager, SharePoint Services, SharePoint)

One of our Blue Chip Clients is urgently looking for a SharePoint Service Manager.

Please find some details below:

Overall Responsibilities:

Manage day to day activities for SharePoint Services - 50% of allocation

Act as a multi-vendor coordinator between the different suppliers - 20 % of allocation

Resolve requests in SharePoint Online raised by users - 20% of allocation

Act as a collaboration community champion - 10% of allocation

Main Activities:

Manage Application Management Services for SharePoint Server:

Ensure the SharePoint supplier(s) delivers all services as agreed.

Analyze the processes, tools and people involved, proposing service improvements.

Test the processes, tools and people are working as agreed.

Be the change authority for SharePoint Server.

Liaise between the supplier and the application experts responsible of the applications mounted over SharePoint Server.

Receive escalations, complains and compliments and connect them with the supplier and/or applications experts.

Analyze performance reported by the supplier (service level target metrics, ticket volumes, other metrics). Ensure the performance is in line with agreements.

Demand Service Improvement Plans when service level targets are breached.

Waive service level targets breachs, if there is an acceptable justification for it.

Follow up Continual Service Improvement process, decided what improvements must be implemented and collecting data of the result.

Manage the prioritization of work in the service. Prioritize/deprioritize according with business needs.

Track of business significant issues/requests.

Improve the cost efficiency of the services delivered.

Act as a multi-vendor coordinator between the different suppliers:

Ensure there are Operational Level Agreements between the AMS, Hosting and Service Desk suppliers.

Keep the Operational Level Agreements up to date, asking for periodic reviews and updates.

Propose changes in the Operational Level Agreements, in order to keep the collaboration affiant and keep lead times to minimum.

Be a point of escalation when there are issues in the collaboration between suppliers.

Check the contact points between suppliers are consistent. Periodically test them.

Lead the delivery of the collaboration services in Office 365:

Design the work dynamics of the team.

Propose work shifts. Ensure all shift are covered by the application experts working in Office 365.

Collect metrics for the service level targets, ticket volumes and other relevant metricts and report the performance of the service.

Propose Service Improvement Plans when service level targets are breached or when improvement opportunities are identified.

Design, run and review the processes to deliver the service.

Raise issues with capacity (lack of training and lack of people).

Work with the IT SM tool supplier to ensure it fits for purpose and use.

Ensure the Service Desk is up to date with work instructions, request fulfillment catalogue and knowledge management.

Resolve issues in Office 365 raised by users:

Level 2 agent for the hereunder processes:

o Incident mgmt.

o Change mgmt.

o Problem mgmt.

o Access mgmt.

o Release and deployment mgmt.

o Service validation and testing.

o Standard service request

Work with Architects, when there are changes on the design or exceptions

Act as a collaboration community champion:

Increase service utilization efficiency through SharePoint internal promotion and training

Responsible for the SharePoint Community initiate. Community Manager for the site.

Write regularly blogs about best practices, case studies and hands on labs for users.

Skills:

Proven ability to assess business requirements, design and communicate functional analysis, produce tests plans, develop solution alternatives and produce technical design documents.

Minimum 4 Years of experience implementing solutions for SharePoint and/or Office 365.

Tracking experience leading people

Combined knowledge and interest mix between business and technology

Strong analytical skills combined with good level of communication and training skills.

Please send CV for full details and immediate interviews. We are a preferred supplier to the client.

Start date
ASAP
Duration
6 months+EXTENSIONS
(extension possible)
From
Octopus Computer Associates
Published at
20.09.2018
Project ID:
1635533
Contract type
Freelance
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