Specialist in Service Operations

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique afarax Temps plein

afarax is looking for a freelance Specialist in Service Operations. We need you

The project:

Our client in the utilities sector is looking for a Specialist in Service Operations to join their team.

This project aims to establish a standardized service management operating model that will streamline their operations and enhance service delivery.

The need for this transformation stems from current operational challenges, notably the needs of a transparent service management to cope with the dynamically changing technologies and customer demands. Among other, it will be crucial to have clear handoffs and definition of roles, especially for the onboarding of the services users.

Through this activity, they aim to establish clear, standardized processes for each of these phases while ensuring practical applicability and operational efficiency.

1) Formulate target picture of Operating Model (Level 0 and 1, group)

2) Detail specific processes (Level 3 and 4)

  • Detailed workflows
  • Decision points, exception handling and operational guidelines
  • Interaction with IT system
  • Detailed task descriptions
  • Templates and checklists for each phase
  • Reporting metrics, mechanism and templates

3) Analysis of existing processes of Operating Model (at least level 1); level 1 and 2 include:

  • High-level process flows covering main process groups
  • Role and responsibility, governance model
  • Performance indicators (high-level KPIs)
  • Inputs, outputs, and process triggers
  • Systems and tools used in the process
  • High-level process pain points and improvement areas

4) Detailed revision of existing processes

5) Implementation plan

  • Gap-analysis (to-be vs. as-is) to identify processes that require standardization
  • Impact and effort analysis for implementation of these processes
  • Implementation plan (e.g. processes to standardize, required resources, time planning, ...)

Is this you?

  • In-depth knowledge of IT service management frameworks (e.g. ITIL)
  • Experience in Operations for IT Infrastructure (e.g. Monitoring, Access Management, Incident Management, Problem Management, Change Management, Service Continuity Management, Availability Management)
  • Proficiency in analysing and defining IT operations processes
  • Experience in Organizational Development (especially Turnaround) in that area
  • Ability to speak, read and write fluently English
  • Be able to work both autonomous and in a team
  • High customer-orientation
  • Analytical approach to problem-solving and a track record of driving results through continuous improvement
  • Curiosity, willingness to learn and ability to introduce creative and innovative solutions
  • Have a critical mind and dare to challenge
  • Ability to navigate a complex stakeholder environment

How afarax supports you?

  • You benefit from our extensive network
  • You will have access to projects that fit your expertise
  • We help and support you throughout your project
  • We offer the possibility to build a valuable and lasting partnership

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