Description
Service Delivery Manager - long term extendable contract - large banking client - Brussels
Dutch speaker would be preferable
Operational tasks
- AS-IS assessment of all SLAs with external IT service providers
- Recertify and retrofit the list of support teams by SLAs (link IT Service/Support teams through the main technical layers & components)
- Collaborate to build the data model linking IT components and IT services.
- Address SLA recertification requests
Project related tasks
- Address SLA requests from a 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
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, Commercia) 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)