Beschreibung
For one of our clients we are looking for a Service Manager (m/f):Main Tasks:
- gathering the service requirements
- bring these requirements into agreement with the internal technical responsible departments and the customer
- organize these Services for the operational roll-out.
General:
- Be part of a team which is responsible to develop the necessary Service Management processes
- Develop and manage the Service Improvement Plans for the Service Processes in itself
- Contribute and support the development of the different Service Catalogue characteristics
- Contribute, support and analyse the possibilities of Service standardisation
- Develop general methods and standards for our Services which leads to more homogeneous project processes
- Develop Operational Models which can be used as a project framework
Demand and Project activities:
- Involved in the overall demand processes
- Explain the content of the Service Catalog to the Project Managers and our customers
- Gather and assess the Service requirements and expectations from the customer
- Make GAP analysis between requirements/expectations and our internal capabilities
- Estimate the effort for filling the GAPs with the internal involved technical departments and/or develop alternatives to close the GAPs
- Present the Service proposals to our customer and agree with them in a common solution
- Coordinate implementation of the agreed solutions with the responsible technical departments
- Develop project specific Operational Models based on the available frameworks
- Present and agree the Operational Model internally and with our customers
- Handover the Services into BAU
- Support Partnership Office in developing Service Level Agreements (SLAs)
Technical Skills:
- Specific experience in IT Services and Incident/Problem/Change processes.
- General understanding of IT infrastructure - e.g. Client/Server technologies, Web Technologies, Database, Networks, etc.
- Practical and structured understanding of ITIL Service Delivery processes, understanding the maturity of existing processes
NON TECHNICAL SKILLS
- Native speaking French or Dutch.
- Active knowledge of spoken and written English is a must (level 3 / extensive).
- Ability to work in a multicultural environment.
- Leadership and organizational skills with the ability to provide technical guidance and mentoring.
- Ability to analyse processes and trends and highlight strengths and weaknesses to drive results from processes and individuals.
- Ability to deal with sensitive customer issues, to promote solutions and have the negotiation skills to explain proposals and recommendations.
- Ability to understand and manage supplier and service provider relationships.
- Strong team player.
Profile:
- 2 to 4 years of experience in IT Service related industry.
- University degree with IT or Business orientation (or equivalent).
- ITIL Service Management certification (or equivalent).
- Knowledge of key aspects of Service Delivery processes and business characteristics.
- Knowledge of Project Management methods is a plus.
- Experience in managing customer relationship.
Start: asap
Duration: until end of 2013
Location: Brussels
If you are interested please send me your current word-CV (no PDF please) Reference :J091709 Duration :UNTIL END OF 2013 Location : BRUSSELS Languages : NATIVE SPEAKING FRENCH OR DUTCH AND ACTIVE KNOWLEDGE OF ENGLISCH GFT Resource Management GmbH OBOTH, JANINE T : F :