Service Delivery Lead - BELGIUM
A-SAP
Contact person: Nasar Rehman
BORNEM, Belgium
Traffic and LogisticsInformation Technology Infrastructure Libraries (ITIL)Solution DeliveryGXPService Delivery Management
Description
Key responsibilities
Own day-to-day delivery and technical decisions for the region. Be accountable for SLA and KPI performance, reporting to the Global SDM.
Act as the senior L3 escalation point onsite for EUC, M365, server, network and database issues. Coordinate offshore tower engineers, OEMs and third parties.
Join or chair P1/P2 bridges for regional major incidents, provide onsite situational assessments and deliver stakeholder updates.
Lead root-cause analysis and problem management for recurring regional incidents. Track corrective and preventive actions (CAPA) through to evidenced closure.
Review and approve standard and normal changes for the region before CAB. Ensure GxP impact assessments, validation and rollback evidence are in place.
Ensure YASH regional staff complete GxP training, follow client SOPs and maintain ALCOA+-compliant records. Support customer audits and regulatory inspections.
Manage the onsite engineers’ workload, schedules, on-call rotation, coaching and performance.
Lead regional governance, including weekly operational reviews with client site and regional IT leads, and provide input to monthly service reviews and QBRs covering SLA, CSAT and the improvement backlog.
Lead regional transition activities, including per-site cutover waves, the dual-run and coexistence model with Lonza, KT scorecards and toll-gate readiness.
Keep regional CMDB data, site inventory (±5% baseline flex tracking) and runbooks current.
Drive continuous improvement and automation adoption using AMURAA iFix, iPatch and iMonitor++ to support the offshore ramp-down from 28 to 24 FTE.