Service Manager
il y a 2 semaines
The 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 experience in IT operations, process analysis and Business Service
Management. He should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies.
The Service Manager will be responsible for management of the delivery of the Service Catalog requests from initiation and ideology to deployment by facilitating service discovery with appropriate groups and managing the implementation of Service Catalog requirements and development.
Primary Tasks and responsibilities
- Design, adjust and manage the management process for service ownership
- Define, build and implement a service and it's processes, with all its components, both on the technical and the management side
- Contribute to the creation of SLAs for the concerned department and service
- Contributing to the implementation and definition of the adjusted monitoring for the service (standard monitoring or specific) that the customer requires, within the budget defined and made available by the customer.
- Act as a customer representative for services of external suppliers, or services defined and managed by the customer.
- proactively preventing incidents from occurring and reducing the impact of the unavoidable incidents.
- Act as a Service Level Manager: through the client Service Catalog offer to the customer the levels for the quality, and ensure that all processes are present and improvement actions are carried out to achieves these levels.
- Design, adapt and control the SLA management process Develop new specs, documentation, participate in the development of technical procedures and user support guides
- Assisting the business relationship manager by building a lasting relationship with the customer and by giving feedback to the client staff on the customer's situation.
Secondary Tasks and responsibilities
- Stakeholder management
- Reporting & Administration
- Planning and Program management
Technical profile requirements
- Expert knowledge of IT technology and infrastructure
- Expert knowledge of ITIL Methodology
- Very good knowledge of MS Office tools
Non-Technical profile requirements
- Accepts personal responsibility for client satisfaction
- Strong analytical and problem-solving skills
- Must be able to work on multiple simultaneous tasks with limited supervision
- Quick learner, motivated self-starter
- Excellent customer service, interpersonal, communication and team collaboration skills
- Able to follow change management procedures and internal guidelines
- Excellent communication & stakeholder management skills
- Leadership skills compatible with +5y of professional experience
- Training & Coaching skills compatible with +5y of professional experience
- People Management skills compatible with +5y of professional experience
Language proficiencies
- Fluent in french or Dutch + good knowledge of the other language
- ENG
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