Service Delivery Manager

il y a 5 jours


Brussels, Belgique Connect-ICT Temps plein

**service manager**:

- Als Service Manager kom je terecht in het IT departement Douane die instaat voor de ontwikkeling en opvolging van services. Elke Service Manager heeft enkele services van het business departement in zijn portefeuille.
- Je realiseert je services met je eigen Delivery team, maar je werkt ook nauw samen met de verschillende teams van het departement Service Operation die instaan voor het beheer van de IT infrastructuur.
- Je rapporteert aan het departementshoofd.
- Je bent verantwoordelijk voor de oplevering en opvolging van services.
- Je hebt de leiding of coördinatie van een agile scrum team. Je geeft leiding aan analisten, ontwikkelaars, testers en architecten om de services van je portefeuille te doen evolueren volgens business of IT-behoeften.
- Je staat in voor een professioneel en gemotiveerd delivery team.
- Je volgt het budget op van de services die je beheert.
- Samen met je departementshoofd onderhandel je met de klant over de te leveren dienstverleningsniveaus (service levels), stemt ze af met de klant en definieert ze in SLA’s (service level agreements). Je monitort de dienstverlening en zorgt ervoor dat er tegemoetgekomen wordt aan de afgesproken dienstverleningsniveaus.
- Je onderhoudt regelmatig contact met de stakeholders om de oplossingen vorm te geven op basis van de behoeften. Je zorgt ervoor dat de kwaliteit van de geleverde diensten gewaarborgd en continu verbeterd wordt.
- Bij een onderbreking van de service zoek je samen met de teams van Service Operation naar oplossingen en verzekert dat de vereiste ICT-diensten hersteld worden. Zo wordt de continuïteit van de werking van de organisatie verzekerd.

Roles of the Service Manager:

- Application owner: verantwoordelijk voor de implementatie van alle nieuwe features en het onderhoud van de applicatie.
- Project Manager: verantwoordelijk voor scope, tijd en budget
- Scrum master: lead the agile scrum team, solves problems for the team so they can focus on delivery
- Team Lead: of agile scrum team, Lead of IT work packages, Negotiate SLA/OLA, manage staff development
- Support: for incidents in production, manage solution operation, provide service deliveryLanguages: NL

Location: Brussel

Home office: 3 dagen/week



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