Service Lead
il y a 4 jours
**Location**:
Brussels, Belgium
**Reference No**:
60888 / Brussels
**Introduction**:
One of our clients is currently searching for an experienced Service Lead for support and operations.
**Skills, knowledge, experience required**:
- A Bachelor’s or Master’s degree;
- At least 5 years of relevant experience in IT service delivery, including incident, problem, and change processes;
- ITIL qualification (including Foundation level) in incident, problem, change or release management (Intermediate or Practitioner level);
- Team-centric mentality - comfortable working in a highly talented and dynamic team;
- Ability to:
- Manage multiple, varied activities;
- Adapt to and inspire change;
- Prioritize in a crisis;
- Good interpersonal and relationship building skills, with the confidence and ability to influence others;
- Strong verbal and written communication skills, alongside well-developed organizational and planning abilities;
- Fluency in English.
**Desirable**:
- Knowledge of other European languages.
**Duties/role**:
- Leading the day-to-day management of all IT processes focusing on incident management including coordination of fix activities;
- Working with Operations and Engineering team to ensure 24x7 availability of service offerings;
- Organizing and facilitating IT incident meetings and assisting, where necessary, with business incident meetings;
- Assisting in the delivery of service management reporting;
- Providing aid in the response to service impacting incidents, with the managing and organizing of resolver groups, incident meetings, and ensuring appropriate updates and actions are communicated to key individuals and real time updates are recorded in the ticket logging system;
- Conducting a trend analysis of incident data providing reports on “hot issues” to relevant groups;
- Facilitating and coordinating problem management root cause activities on incidents where required, tracking actions, owners, and deadlines;
- Assessing key IT projects and initiatives to identify possible impacts on the business, and communicating accordingly to ensure there is awareness of upcoming changes and their implications;
- Creating and maintaining documents, e.g. incident reports and root cause analysis documents, user guides, etc.;
- Assisting in development and implementation of the new IT Service Management processes and procedures, where applicable;
- Initiating and managing bridge calls, post incident reviews, root cause meetings, and business and customer service reviews, where appropriate;
- Creating and maintaining items to the known errors database to aid the Problem Process;
- Participating in the process improvement initiatives to help the team work more efficiently and effectively;
- Conducting occasional business travel.
VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575
Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań - Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,
**kapitał zakładowy wynosi**: 73 500,00 złotych wpłacony w całości, TEL
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