Description
Service Delivery Manager - Belgium
Job description
Our client has recently implemented a new delivery model for End-User services. The services include global IT Helpdesk and Deskside Support functions. The scope in the EMEA region covers over 45,000 end users across 175 sites in 43 different countries.
Primary goal of this Service Delivery Management position is to make sure those vendors deliver what is agreed in the contract by providing oversight and managing performance on a continuous basis and ensuring performance gaps are being addressed through continuous service improvements.
This is a 12 Month contract based in Belgium starting in January 2014.
Responsibilities
- Contribute to the delivery of service improvement initiatives
- Contribute to the implementation of vendor management processes and tools
- Manage complaints and escalations
- Prepare performance reports for meetings and events
- Handle financial approvals
Qualifications
- More than 3 years of experience with Excel
- More than 3 years of experience with ITIL
- More than 3 years of experience with Microsoft Office incl. Outlook, Word, Excel, IE
- More than 3 years of experience with MS Powerpoint
- More than 3 years of experience with SharePoint
Required Profile
- Minimum Bachelor's degree or equivalent experience is required
- Minimum 10 years of work experience in IT
- Experience with IT service delivery in a complex IT infrastructure environment in a large global organization
- Experience with ITIL Service Operations and Continuous Service Improvement processes
- Experience with outsourcing and vendor management
- Project management and financial management experience is a plus
- Proficient in Microsoft Excel, PowerPoint and SharePoint
- Work under pressure and handle high volume of email
- Strong organizational and prioritizing skills
- Good meeting facilitation skills
- Committed to excellent customer service
- Analytical and data driven with attention to detail
- Responsive and action oriented
- Process focused in thinking and implementation
- Continuous improvement mindset
- Good knowledge of the English language, both written and verbal
This is a long term contract based in Antwerp, Belgium. This is an exciting opportunity in a multi-national company. Please apply ASAP for consideration.