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il y a 2 semaines
**AVEVE is looking for a full-time Incident Manager in the ICT domain with a positive mindset, willing to share the enthusiasm, with a do attitude, conscientious, willing to contribute to a Supplier Relationship and Service Management framework, and able to blend this with your relevant service delivery experience.
Central is contributing to / selling of / harbouring of the ICT Service Model, together with the organization, it’s users, contributors including new and existing internal and external suppliers. Guard service standards (SLO’s) that can be managed, measured, have merit from a user perspective and fit in a governance model.
You will perform your activities in close collaboration with the Release and with the Service Manager.
**Job Requirements**
**Education**
**Bachelor’s or Master’s degree in computer science, information systems, business administration, applied economics or related field, and / or equivalent work experience.
**Specific expertise and competencies**
- You understand business value drivers, and bring a service oriented approach to our organisation.
- You lead the organization through P1 & P2 incidents
- You drive the efficiency and effectiveness of the incident management process
- You monitor the effectiveness of incident management and making recommendations for improvement
- You produce management information, including KPIs and reports
- You develop and maintain the incident management system
- You drive, develop, manage and maintain the major incident process and associated procedures
- You review and audit the process
- You ensure that all internal and external teams follow the incident management process for every incident
- You have relevant (+ 5 years) Service Desk experience
**Knowledge & Skills**
- Analytical mind (quickly assess situation, goal and service oriented)
- Stress resistant
- Customer focused. Understanding the needs of the business and acting accordingly in case of (major) incidents
- Exceptional verbal communication skills; expertise in steering a divers group of internal and external suppliers in solving or mitigating incidents according to our SLO’s
- Team player, able to acquire, contribute to and share knowledge and experience
- Able to find and combine relevant frameworks with notions of:
- IT Governance, preference COBIT.
- Service management, preference ITIL.
- Project management
- ICT in general
- Fluent in Dutch, English and French
**Primary Contacts**
Your contacts in the organisation will be with:
- IT Management
- Service Manager
- Release Manager
- Service Desk Teamleader
- Project team/staff
- End Users
- External service providers / suppliers
- Business unit (BU) management/executives
**Planning**
- AVEVE Premises / location: Leuven
- Start: ASAP