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Digital Incident, Problem and Change Manager
Il y a 3 mois
**Contract**:
- Fixed Contract**Jobomschrijving**:
**The Digital Incident, Problem and Change Manager is responsible for the follow-up of all open incidents, problems and changes on the MPET digital eco-system by managing the E2E change process to assure the quality of the implementation of the changes and make sure that the risks and operational impact is minimized. and;**
**Tasks**:
- Align with all stakeholders to deliver the most optimal, secure, performant and stable Digital services
- Act as a SPOC (Single-Point-of-Contact) between the MPET end users, the internal and external Product Partners for the delivery, support and run of the Digital and IT services
- Act as the first escalation point in case of major incidents
- Organize the operational process meetings including the CAB’s with the different service providers
- Report the status and follow up the action list of the Operational Meetings
- Conduct Management and Performance Reporting
- Walk the floor mentality to ensure all end-user/business concerns and needs are captured and addressed
- Act as guardian of SLA’s and KPI’s(including updates)
- Safeguard **the incident, problem and change processes**:
- Integrate Incident Management, Problem Management and Change Management in the day 2 day working with internal and external stakeholders
- **Set the right priorities with respect to the business needs that are key for running a 24/7 container terminal operation.**
This role reports to the MPET Digital Service Delivery Manager
**Profiel**:
**Education**:
Bachelor level in IT or relevant comparable experience
**Experience**:
- Profound knowledge and use of O365
- Experience with ITIL and ITSM Tooling, preferably ServiceNow
- Experience with defining process flows in a scope of service delivery
**Languages**:
Efficient communicator on both work and management level in Dutch and English
**Competencies**:
- Precise, persistent well organized worker
- Team player
- Able to handle operational urgencies and related stress impact
- Willing to solve problems outside of Business Hours
- Flexible, but firm when needed
- Assertive, positive, “can do” mentality
- Service minded (Customer/Supplier)
- Analytical
