The IT Service Manager is part of the Service Management team and owns the services provided to the global AGFA business units. You will report to the head of service management, working (hybrid) from our headquarters in Mortsel. The Service Manager works with the outsourcing suppliers to manage and plan overall IT operations and services, ensuring that business service requirements are met, and owns the provided IT services.
Responsabilities
Detects and translate service requirements of the business, define plan to ensure adequate, stable, future-proof, optimal services in line with business requirements
Monitors and steers the IT services managed by an external service provider and ensures its proper functioning, in line with agreed SLA's and AGFA quality standards, define and ensure execution of improvements plans where needed
Retains knowledge inside AGFA on the implementation of critical services across the IT landscape and uses this knowledge for supporting strategic decisions, approving technical designs of new solutions, provide input for end-user training
Optimize the landscape by initiating and implementing optimization initiatives.
Acts as escalation manager, steer to resolve critical issues
Understands the value of technology in the enterprise's business processes, works with service providers to identify opportunities for innovation, cost reduction and improved efficiencies
Operational change management - change approval board (CAB) meetings and other operational routines
Contributes to the Enterprise Architecture and IT roadmaps for projects
Profile
Bachelor or Master degree in IT or related domain, or equal by experience
3 years or more of IT and business/industry work experience
Experience with external service providers (outsourcing) projects is a benefit
Continuous process improvement mindset
ITIL certification and operational background is a plus
Understanding existing systems and technology, and integrating Systems
Capable of inspiring and influencing stakeholders and building trust
Strong ownership with a focus on results with a positive mindset
Solid project management skills
Adaptable in a strong changing environment, with innovative and flexible mindset
Strong problem solving, on both the partner side and the business/functions side
Good communication skills, you are fluent in Dutch and English