Service Delivery Coordinator (f/m) Luxembourg

LU  ‐ Onsite
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Keywords

Description

On behalf of one of our clients, an international financial institution, located in Luxembourg, we are searching for Service Delivery Coordinator (f/m) a with skills and abilities as stated below:

The Service Delivery Coordinator will implement existing ITSM guidelines service level management, governance structure and processes, dispute resolutions and overall change management for IT-Insourcing clients.

The Service Delivery Coordinator is responsible for:

Tasks:

Document, agree, monitor, measure, report and review the level of IT services provided

Ensure that specific and measurable targets are defined for all IT services

Monitor and improve customer satisfaction with the quality of service delivered

Produce service reports (routine or exception) and participate in Service Review Meetings with Customer

Actively support coordination of Change Management (operational and in scope of agreement)

Liaise with internal teams to insure that the right means are in place to track and measure relevant KPI's

Monitor service performance against SLAs

Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered

Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so

Use standard SLA frameworks and document templates

Determine, document and agree requirements for new services

Review and revise underpinning agreements and service scope

(Liaise with Pre-Sales team)

Report customer satisfaction to internal teams and foster a "lessons-learned culture

Conduct service reviews and instigate improvements within an overall SIP

Coordinate Service Desk activities

Actively support coordination with the implementation of updated/new ITSM Processes and Tools

Personnel

Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment

Understanding the full scope of the Service Delivery process

Ensuring that all your co-workers in projects understand and follow all procedures they are involved with

Profile

Capability to build a relationship with the customer representatives

Capability to understand the implications of requests to change the level of service or the functionality that a service provides

Capability to produce reports on the actual level of service provided

Capability to translate the business requirements provided by the customer representatives into SLR for the service owners

Excellent verbal and written communication skills

Service-oriented attitude

Good understanding of the service management processes. ITIL v3 certified

Experience coordinating Incident Management, Change Management & Service Fulfilment activities

Capability to use the tools provided to fulfil the role of Service Delivery Manager. Experience with standard Incident & Change Management tools.

Languages: English and French. German would be considered an asset

Additional Information

Start Date: immediate/as soon as possible

End Date: assignment is currently foreseen until end of year

Location: Luxembourg

Basis: full-time

If this project is of interest for you, please do not hesitate to contact us.

Start date
ASAP
Duration
3months+ extension till 31.12.15
(extension possible)
From
Fox Department
Published at
04.02.2015
Project ID:
845130
Contract type
Freelance
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