Service Level Manager
Il y a 5 mois
A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.
We provide an efficient, effective, and reliable technical service environment to the Proximus Group with:
- the development, management and control of technical platforms and service solutions
- the continuous improvement and optimization of DCH operational support systems at the right cost with the right quality,
- the continuous synchronization and collection of our business partners needs to provide optimal services.
- To stay focused on our support tasks, we are looking for a Service Level Manager with operational analysis skills.
**Job content**
You as a service Level Manager (SLM) will be in charge of:
- The problem analysis, the operational management, and the follow up of the quality of the ticket resolution process.
- To participate in projects to ensure operational readiness.
- To maintain a strong relationship with our internal customers to meet their needs and improve customer satisfaction.
- Being responsible for the analysis and resolution of technical and/or functional problems.
- To be responsible for operational coordination and incident follow up, as well as communication with the business and management.
- Being responsible for overseeing the established processes related to incidents, problems, and changes within the team.
- To examines the customer’s needs and problems. The result will be compared with the existing service, and the SLM will oversee the different activities until the desired solution is reached.
- To establish a Service Level Agreement. The Service Level Manager draws up such an agreement for the concerned customer. He/she discusses and defines with the customer the key performance indicators (KPI) that will be used for the weekly monitoring of the quality of the systems.
- For the Service level monitoring by the Service Level Manager. The Service Level Manager is responsible for the fulfilment of the Service Level Agreement and the established KPIs. The Service Level Manager also makes decisions regarding the implementation of certain new services and software defect fixes in consultation with the Line Manager and Business.
- To ensure to have the business continuity plans are established in consultation with users. This can be done in the form of processes or tools (light) or disaster recovery (Platinum, Gold, Silver...).
- In case the service levels are not being met, the Service Level Manager establishes an action plan to achieve the KPIs agreed upon with all stakeholders.
- During an incident, the Service Level Manager plays a leading role and provides recommendations to IT Management to minimize the impact of the incident (launch of business continuity plans, switch to Disaster Recovery, reboot of servers...).
- To take care of the preparation of the monthly and quarterly reports. The Service Level Manager compiles a monthly/quarterly report on the achievement of the Service Level Agreement goals and how they will be met, as well as the actions needed to improve them.
- To organize the Service Level Meetings. The Service Level Manager reports monthly to the Business System Owner (BSO) on the IT services provided during the past month.
- To maintain the adjustment of the Service Level Agreement.
- The preparation of a service manual: The Service Level Manager draws up a service manual with the stakeholders and presents it at regular intervals to the management, operational and development teams.
- Being responsible for ensuring that the documentation (including the CMDB) and work instructions are available and correct, so that the operational services (including the standby service) can guarantee an optimal service.
Your Profile
- You are results and goal-oriented.
- You have perseverance.
- You have a sense of initiative.
- Analytical thinking skills.
- You are able to convince.
- You are a team player.
- You are a good listener, reliable and able to work independently.
- You are organized, systematic and orderly.
- You are resistant to stressYou have a good general knowledge of IT and networks, and you are interested in operational aspects.
- You have Knowledge of ITIL processes is an asset.
- You perform functional and technical analysis.
- Your Knowledge on monitoring tools like Dynatrace & Splunk is a plus
- You have experience with research and reporting tools
- Your Knowledge of the Proximus DCH frontends and related business processes (sales, support,...) is an asset
- You have extensive knowledge of Dutch and/or French and English
- A good knowledge on MS Office Suite is recommended.
What do we offer you?
- We are 100% Belgian. So we make decisions in three languages. And all at the same time if yo
-
Service Level Manager
Il y a 5 mois
Brussels, Belgique Smals Temps pleinChez Smals, plus de 2000 professionnels façonnent, chaque jour, l’avenir en s’investissant dans « l’ICT for Society ». Ces systèmes ICT de pointe permettent à nos clients de garantir des services encore plus performants dans des domaines tels que le travail, la famille et la santé. À terme, eHealth, une plateforme d'échange sécurisée dédiée...
-
Service Level Manager
Il y a 5 mois
Brussels, Belgique Smals Temps pleinMeer dan 2000 professionals omarmen bij Smals elke dag de toekomst door zich in te zetten voor ICT for Society. Hoogtechnologische ICT-systemen zorgen voor meer efficiëntie in de belangrijke sociale verantwoordelijkheidsdomeinen van onze klanten zoals werk, gezin en gezondheid. Het eHealthplatform, een beveiligd uitwisselingsplatform voor medische...
-
Service Delivery Manager
Il y a 5 mois
Brussels, Belgique Konato Temps pleinVoor onze overheidsklant zoek ik een Service Delivery Manager, 3-talig. Details 2d onsite Botanique Brussel ASAP starten Challenges - Team infra managen - Goede kennis ITIL belangrijk - Contracten beheren & sterk in communicatie met leveranciers - Als Service Level Manager neemt u verantwoordelijkheid over de Service Desk en bent u het unieke contactpunt...
-
Service Management Officer
Il y a 5 mois
Brussels, Belgique Fednot Temps pleinOverview: **Who are we?** Fednot ICT, with more than 90 IT specialists, is a highly reputable organization that develops innovative solutions for all the Belgian notaries and supports the 1000+ notary offices in their digital transformation journey. Our solutions are based on state-of-the art technologies in the domains of **process automation, artificial...
-
Service Manager
Il y a 5 mois
Brussels, Belgique Community Consulting Temps pleinThe Service Manager role belongs Relationship Management team and reports directly to the Head of Relationship Management. The Service Manager is responsible for quality, availability, performance and evolution of the technical service. In this role he or she acts as the prime customer contact for all services-related enquiries. The Service Manager has...
-
Service Delivery Manager
Il y a 5 mois
Brussels, Belgique Prosource Temps plein**Responsibilities** - ** Managing customer relations** - Be the main point of contact for customers and teams in the follow-up of incidents, problems and changes - Develop a solid relationship with the various customers (subsidiaries, sites, local teams) - Centralize business irritants on a cross-functional basis - **Manage incidents, problems and...
-
Service Manager
Il y a 2 mois
Brussels, Belgique EUROPEAN DYNAMICS Temps plein**Your tasks** - Define, develop, and review the high-level migration plans to address the gaps between the current and future state; - Support the ITSM’s transition towards the ITIL 4’s best practices; - Maintain and/or contribute to the ITAM procedures and processes for effective software lifecycle management; - Provide support on the design,...
-
Service Management Officer
Il y a 5 mois
Brussels, Belgique Fednot Temps pleinOverzicht: **Who are we?** Fednot ICT, with more than 90 IT specialists, is a highly reputable organization that develops innovative solutions for all the Belgian notaries and supports the 1000+ notary offices in their digital transformation journey. Our solutions are based on state-of-the art technologies in the domains of **process automation, artificial...
-
Eu - Service Manager - Brussels
Il y a 5 mois
Brussels, Belgique The White Team Temps pleinScope of the services to be provided: The Service Manager service provides advice, guidance, consultancy and assistance to the responsible official(s) in regard to: - The management of the development and implementation of services in order to meet the business needs; - Ensuring maximum uptime, accurate and early incident response, appropriate configuration...
-
Service Delivery Manager
Il y a 5 mois
Brussels, Belgique Ericsson Temps pleinEricsson Belgium Location: Zaverterm, Belgium **Our Exciting Opportunity**: - We are now looking for a Service Delivery Manager (SDM) who will be responsible for ensuring the correct and accurate delivery of customer support services to our customers in Belgium and/or Luxembourg. In this role, you will be responsible for the financial and commercial...
-
Project Manager
Il y a 5 mois
Brussels, Belgique Odyssee Field Service Temps plein**WHO is Odyssee Field Service** We are a fast growing SAAS company. Founded in 2008 by a dynamic Odyssee team with big dreams, Odyssee Field Service quickly became a premium cloud based field service management solution. Our software platform is a 360° field service management solution that offers companies one central hub where they can create, plan,...
-
Service Level Agreement
Il y a 5 mois
Brussels, Belgique SMT Africa Temps plein**Société**: En développant notre propre réseau de vente et de service après-vente avec **un esprit entrepreneurial et une agilité opérationnelle reconnus**, nous visons l’excellence. Par l’engagement dans des partenariats avec nos clients, nous créons de la valeur en fournissant des services et produits de pointe. Notre ambition en matière de...
-
Service Delivery Manager
Il y a 5 mois
Brussels, Belgique Sopra Steria Temps plein**Sopra Steria Group**, a major player in consulting, technology services and software publishing in Europe, assists its clients in the successful transformation of their business and information systems. By combining value and innovation in the solutions proposed, and delivering utmost quality and performance in the services provided, Sopra Steria Group...
-
IT Service Assurance Manager
Il y a 5 mois
Brussels, Belgique Skillbase Group Ltd Temps pleinIT Service Assurance Manager Mission context: - Ensures the IT operational efficiency and quality of service by having an active role on IT operations (hot & cold loop follow up, performances monitoring, processes, tools, governance) - Leads Quality & Performance initiatives of key Products, Services and Processes to improve efficiency and quality of...
-
IT Service Delivery Manager
Il y a 5 mois
Brussels, Belgique Athora Temps pleinYOUR MISSION: The IT Service Delivery Manager offers governance and oversight of services delivered to customers, ensuring their alignment to pre-agreed SLA/KPI, meeting customers’ expectations and adding value to our Business Unit (BU). The role has specific accountability for managing BU day-to-day delivery of all IT Services, as well as the delivery of...
-
Service Manager for European Institutions..
il y a 1 mois
Brussels, Belgique The White Team Temps plein**Main Tasks**: - Define service scope and assess maturity. - Serve as the single point of contact for the scoped service. - Collect and monitor requirements. - Identify and manage stakeholders. - Define, prioritize, allocate, and monitor activities, tasks, and changes. - Estimate resources, manage service staffing, and handle resource management. -...
-
Information Technology Service Manager for
il y a 1 mois
Brussels, Belgique The White Team Temps plein**Key Responsibilities**: - **Team Leadership**: Manage and mentor the IT services team, fostering professional development and ensuring timely project completion. - **Service Management**: Collaborate with business stakeholders to define, implement, and communicate service level agreements (SLAs) and operational level agreements (OLAs) to the IT team. -...
-
Service Desk Manager
Il y a 3 mois
Brussels, Belgique AbAKUS IT Solutions Temps plein**ABAKUS IT SOLUTIONS** is seeking a motivated and experienced Service Desk Manager to oversee the operations of our service desk. As the primary point of contact for IT support and services, you will play a key role in ensuring smooth service delivery for our clients. **Key Responsibilities**: - Team Management: Lead and manage the service desk teams,...
-
Infrastructure Project Manager
Il y a 5 mois
Brussels, Belgique Proximus SpearIT Temps pleinProximus is active as a provider of digital services and communication solutions on the Belgian and international markets. We offer our customers a world of digital opportunities so that they can live better and work smarter. We do this by offering products and services tailored to the needs of every customer and by being a partner of citizens, companies and...
-
Product Manager – Cloud Services
il y a 2 semaines
Brussels, Belgique LetzCode Temps pleinLetzCode SARL is a Luxembourg entity built by Poles. It provides IT consulting services and outsourcing of projects and recruitment processes for businesses and the public sector.Overview: We are looking for an experienced Product Manager to join our team and lead the service delivery efforts within our Agile Release Train (ART) as we embark on the...
