Service Management Officer

il y a 2 semaines

Brussels, Belgique Fednot Temps plein

Overview:
**Who are we?**

Fednot ICT, with more than 90 IT specialists, is a highly reputable organization that develops innovative solutions for all the Belgian notaries and supports the 1000+ notary offices in their digital transformation journey.

Our solutions are based on state-of-the art technologies in the domains of **process automation, artificial intelligence, cloud-native solutions, security and UX design.**

**We are Fednot, the Royal Federation of Belgian Notaries, one of the largest employers' federations of the country.**

To support our notaries, their employees and all the citizens who call on our expertise, we need talents like you.

Experienced **_Service Management Officer_**

Are you ready to shape the future of service management? Join us as an Experienced Service Management Officer and play a pivotal role in ensuring top-notch IT service levels and customer satisfaction

**Ready to dive in? What are your **_Key Responsibilities_**:

- ** Propose and Maintain Service Levels**: Develop and propose IT service levels (SLs) and key performance indicators (KPIs), consolidating inputs from architecture and product teams. Continuously assess the relevance of SLs and suggest improvements or adjustments as needed.
- ** Customer Engagement**: Conduct regular IT SL reviews with notary institutions, providers/suppliers, partners, and other stakeholders to ensure alignment and satisfaction. Serve as a primary contact point for major incidents or problems, ensuring clear communication and resolution.
- ** Process Optimization**: Contribute to the implementation and continuous improvement of ITIL processes, including problem management, event management, change management, service catalog management, incident management, and asset management.
- ** Change Advisory Board (CAB) Participation**: Participate in the Change Advisory Board to review and assess the priority of changes, ensuring that service levels are considered in change preparation and release.
- ** Resource Coaching**: Provide coaching and support to Fednot employees involved in service management processes, fostering a culture of excellence and continuous improvement.

**Key Relationships**:

- ** Internal**: Collaborate with 1st lines, Level 3 support, product management, service management, and other Fednot strategic units.
- ** External**: Engage with level 3 support, service management of suppliers, government partners, notary IT providers, and notaries.

**Required Skills and Qualifications**:

- Master's degree or equivalent experience.
- Certification in ITIL, Kepner & Tregoe, or equivalent root cause analysis methodology.
- Proficiency in UML, BPMN, and IT service management tools.
- Exceptional communication, negotiation, and leadership skills.
- Strong problem-solving and analytical abilities.
- Minimum of 2 years of professional experience in an IT-related domain.
- Language Proficiency:

- ** Native French or Dutch** with strong passive knowledge of the second language, along with **proficient** working **English** skills.

**We offer...**
- Homeworking: (hybrid) 2d/week in the office (2min. away from the Train Station of Brussels Central) and 3d/w from home.
- Challenging and stimulating work environment, using the latest technologies;
- Opportunity to make a significant impact on IT service delivery and customer satisfaction.
- Fostering a creative, autonomous and open atmosphere, within a growing and economical stable sector;
- Room for future personal development and creativity;
- Competitive salary package, extralegal advantages, insurance coverage, car, bonus and net allowance, public transport, luncheon vouchers.

**Where to find us?**

We are settled in bright new offices within the Marquis building. We’re located right in the center of Brussels, next to the Saint Michel & Gudule Cathedral.

The Metro Station is right by the corner and the Central Train Station is just two blocks away.

**Where are you going to work?**

Hybrid: In the office (40%) & Homeworking (60%).

Job Overview:
**The job**

Service Level Management, or SLM, is defined as being “responsible for ensuring that all its service management processes, operational level agreements, and underpinning contracts, are appropriate for the agreed-upon service level targets.

SLM monitors and reports on service levels, and holds regular customer reviews.

Service Management focuses on providing value to the customer and also on the customer relationship.

Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients, including Service Levels management.

**You want**
- To be a people manager the Service Management team (... colleagues);
- To Define, negotiate and get agreement on IT service levels (SLs) and related key performance indicators by consolidating information from architecture and product teams. IT SLs are used as SLA/OLA annexes of IT Service contracts;
- To r

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