Service Manager

BE  ‐ Onsite
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Keywords

Description

Service Manager

1. Context of the mission

From the business side there is demand to have an SLA, at first on the current situation (for services that were historically delivered by I&O), but in a second phase this needs to be improved to match the requirement (delivery of additional services) of the business partner.

2. Period mission

Start date: ASAP

3. Language requirement

  • English (mandatory)
  • Dutch and French

4. Localisation of the job

  • Principal assignments Experience
  • Taking strategic responsibility for the project and contractual reporting/management for the customer's management (ad hoc or part time intervention)
  • May take on project manager's responsibilities for large scale projects (over 12 people)

Principal responsibilities:

  • Managing contacts with all teams, identifying the proper level of responsibility according to the type of decision to be made
  • Taking on or assigning, depending on the context, the various tasks in the context of conducting the project
  • Monitoring and coordinating the work of the various stakeholders
  • Ensuring compliance with the rules of conduct laid down for projects
  • Ensuring allocated budgets are adhered to
  • Organising and providing for project reporting at the various stages in a timely manner and to the appropriate hierarchical level
  • Taking on a major project for the bank (being able to position it within the Company and its strategy) and bringing it to satisfactory completion under previously defined "Quality, Cost and Lead time" conditions > organising, monitoring and advising
  • Coordinating the stakeholder Divisions as a whole and meeting their various expectations while maintaining consistency with the bank's policy themes
  • Taking part, if necessary, in decision committees where the project is on the agenda
  • At least 12 years of experience in the area concerned
  • At least 6-8 years of experience conducting projects in a functional and technical environment similar to that of the project Is familiar with management techniques and those of conducting projects
  • Is familiar with budgetary rules in respect of projects
  • Is able to motivate a team of employees around a common objective
  • Is able to manage the common interest by consolidating staff originating from various backgrounds (in-house or outside the bank)

Behavioural skills:

  • Able to prioritise (sees the overall picture, has strategic vision and is able to arbitrate)
  • Ability to work in a "cross-functional" context and to manage relationship aspects
  • Ability to motivate and direct a team (is able to delegate, carry the team with him/her and
  • listen, etc.)
  • Aptitude for negotiating

5. Required knowledge and experience

Required level and content of education

  • Master degree in Economics or IT

Personal skills

  • Mandatory: High level of stress resistance
  • Assertive
  • Taking initiative
  • Empathy with the organization
  • Performance motivation
  • Flexibility
  • Customer focus
  • Business experience required
  • Mandatory: Working in large, complex organizations
  • Proven track record in ITIL v2 and/or v3 certified. Know how in area of infrastructure is a must. Proven experience in ITIL processes and good understanding of processes and service organization.
  • Experience in designing and setting up a service catalogue, service offerings
  • Experience in defining the as-is services and describing them in SLA's
  • Experience in negotiating OLA's
  • Experience in describing a GAP analysis
  • Experience in creating Service Improvement Plans
  • Experience in service reporting

6. Objective of the job

  • First task is to analyse and describe the current and future services I&O delivers to the business partner. This needs to be described in a service catalogue or tailored in a service offering. Based upon this, an SLA, under the umbrella of a global service contract, will be proposed between both parties.
  • Reporting model needs to be put in place to control process efficiency.
  • Once in run mode, and based on the escalation analysis experience, a service improvement plan (SIP) may need to be suggested.

To be noted:

  • The Service Manager is not expected to set up the services, which is the task of the Service Owners.
  • The global service contract itself is in its final draft stage and does not have to be elaborated by the Service Manager
  • The reporting towards the Customers will be assured by the Relationship Managers to whom the Service manager will be reporting

Get in Touch

Start date
ASAP
Duration
1 year
From
IDPP
Published at
13.01.2012
Project ID:
296928
Contract type
Freelance
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