Eu - Support Manager in Brussels +12yeas Exp

Il y a 7 mois

Brussels, Belgique The White Team Temps plein

At the WhITeam we are seeking a Support Manager with at least 12 years of experience to join our team in Brussels and work with European Public Agencies.

**DESCRIPTION OF THE TASKS**
- Manage the relationship with external contractors responsible for delivering IT services, ensuring adherence to contractual obligations, service level agreements (SLAs), and performance metrics.
- Collaborate with internal stakeholders, including project managers, business analysts, and technical teams, to define service requirements, priorities, and objectives.
- Identify areas for improvement in IT service processes, procedures, and workflows and implement initiatives to drive operational efficiency and effectiveness.
- Monitor and analyze service performance metrics, identify trends, and take proactive measures to address any deviations from established targets.
- Conduct regular meetings with external contractors to review performance, address issues, and drive continuous improvement.
- Oversee the incident, problem, and change management processes, ensuring timely resolution of issues, root cause analysis, and successful implementation of changes.
- Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication with stakeholders.
- Establish and maintain strong relationships with internal customers, ensuring their satisfaction with IT services and proactively addressing their needs.
- Stay up-to-date with industry best practices, emerging technologies, and trends in IT service management, and drive the adoption of relevant improvements and innovations.

**KNOWLEDGE AND SKILLS**

Following skills and knowledge are required for the performance of the above listed tasks:

- Rapid self-starting capability. Excellent interpersonal and communication skills.
- Good understanding of relevant technologies in development, integration, deployment, and operation of Information Systems
- Excellent interpersonal and communication skills
- Ability to participate in multi-lingual meetings, ease of communication.
- Ability to give technical presentations.
- Capability of integration in an international/multi-cultural environment
- Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;
- Ability to participate in multilingual meetings;
- Ability to work in multi-cultural environment, on multiple large projects;
- Excellent Team Player
- Ability to understand, speak and write English (C1/C2)

**SPECIFIC EXPERTISE**

Following specific expertise is mandatory for the performance of tasks:

- A very good expertise in using ServiceNow
- Proven experience in IT service management, preferably in a project-based environment with a focus on internal customer service.
- Strong understanding of IT service management frameworks such as ITIL, and experience in implementing and improving IT service processes.

**CERTIFICATIONS & STANDARDS**:
Following certificate is optional for the performance of tasks and would be considered an advantage:

- ITIL certification

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