Service Delivery Manager

il y a 1 semaine


Brussels, Belgique ITS Group Benelux Temps plein

Rapporterend aan de IS Manager Infrastructure en geïntegreerd in het operations team zorgt de SDM Workplace dat de operaties gestroomlijnd verlopen.

Hij staat in voor de opvolging van de teams verantwoordelijk voor de werkplek. Hij heeft een brede interesse en is gepassioneerd IT in het algemeen.

Hij kan adequate oplossingen concreet formuleren, is klantgericht en transparant

**Hij zal instaan voor**:

- Opvolgen van externe leveranciers, het evalueren van hun diensten en eventuele verbeteringen formuleren en opvolgen.
- Volgen van groep initiatieven, wijzigingen in de service detecteren, formuleren en opvolgen.
- de satisfaction survey die we via onze ITSM tool initiëren.
- Opvolging aanvragen, incidenten en projecten van de teams.
- Instaan voor het onderhoud van de service cataloog m.b.t. werkplek onderwerpen en de financiële rapportering hieromtrent.
- Opvolgen van escalaties in zijn perimeter.

De SDM werkplek is verantwoordelijk voor alle diensten rondom de werkplek en werkt samen met de SDM Datacenter, SDM Mobile & data, Incident-Change-problem en service improvement manager. Interacties met de interne en externe stakeholders behoren het takenpakket. Enkele voorbeelden zijn de centrale aankoopdienst, de applicatie SDM's, de collega's op het terrein, de SOC en de SLS DPW (Shared Line of Service Digital workplace)

De scope bestaat uit 6000 werkplekken over België, Nederland, Luxemburg en UK

**Verantwoordelijk voor de aansturing van**:

- Request management team
- Managed printing
- Verwerken van niet standard aanvragen
- Local IT team in UK
- Managed service:

- Firstline (servicedesk), second and third line support
- Packaging & configuration support
- Swap & support services en stock management
- Werkplek beveiliging en software distributie

Soft Skills
- Meertalig NL, FR, EN is een must.
- Kan een team leiden en samenwerking bevorderen.
- Formuleren van concrete oplossingen om de dienstverlening te verbeteren in samenwerking met het team.

Niet nodig maar meerwaarde

Technische achtergrond

Microsoft Azure certificaties

Ervaring met Servicenow

Nodig
- Communicatief, noden vertalen in concrete oplossingen
- Klantgericht
- Teamspeler

**Locatie**:
Brussel, van het noordstation

Sporadische verplaatsingen in BE.


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