Description
Discover the challenging world of the External Providers and support teams management in a highly critical Production environment. We have a need for an extra resource in the context of T2S.
As a member of the Service Delivery team within the Corporate Technology (CT) Service Control department and based in Brussels you will participate to the Operational Level Agreement (OLA) management, focusing on the company ESA services:
Operational tasks
- AS-IS assessment of all SLAs with external IT service providers
- Recertify and retrofit the list of support teams by SLAs based on the codex (link IT Service/Support teams through the main technical layers & components), TDO/ADO interviews and documentation review
- Collaborate with to build the data model linking IT components and IT services. This will be fed with the data from points 1 and 2
- Address SLA recertification requests from SDM perspective
Project related tasks
- Address SLA requests from SDM perspective
- SDM contact for projects involving outsourcing (provide input on Service Level requirements, and on operational services SOW/SLA)
- Ensure coherency with the standard monthly reporting like the BSC report, OOPS, TOP10 and Project Delivery
Profile:
MANDATORY Skills:
- Experience from the field in managing Providers or in delivering services as a Provider
- ITIL knowledgeable and experienced
- IT operations background
- Education & IT background: completed university or equivalent by experience (educational background in computer science or in engineering is an asset) and have an IT experience in multi-platform based IT environments (mainly IBM Mainframe, Unix & Windows)
- Strong analytical & problem-solving skills: strong ability to deal with complex problems impacting several domains, to break up problems into pieces, understanding logical links and dependencies; to synthesize essential information; to correlate information and recognise common patterns in elements that seem totally unrelated at first sight
- Strong leadership & communication skills: strong ability and assertiveness in team work to coordinate with people from different areas (IT Operations & Support, Projects, Commercial ) through strong inter-personal and influencing skills; strong organisation skills and process minded
- Service oriented and Production risk aware
- Knowledge of the fundamentals of ITIL Service Support
- English (Dutch and/or French are a plus)