Service Delivery Manager
Languages: Dutch or French (either is fine, you do not need both). Also good English.
Location: Hybrid (Brussels Central - 2 days per week onsite)
Duration: 12 months (with scope for extension)
Rate: Market rate (highly competitive)
Context & Purpose
As part of the ITIL4 project, following an audit, the business wishes to strengthen the governance and maturity of Service Delivery Management processes including ITSM (IT Service Management) and ITIL (Information Technology Infrastructure Library).
Service Delivery Management (SDM)
1. Supervise and guarantee quality of IT services provided to employees, ensuring rigorous monitoring of SLA/OLA’s and using appropriate ITSM tools.
2. Implement and optimise an ITSM tool (ServiceNow, Ivanti, BMC, Jira Service Management...) in order to improve the efficiency of IT services and workflows.
3. Ensuring application of ITIL best practices in the management of incidents, changes and IT requests.
4. Driving continuous improvement of IT services by identifying areas for improvement and monitoring key KPIs (resolution time, ticket backlog, employee satisfaction rate).
5. Supervise and support Help Desk and User Support teams to ensure a quality service and efficient handling of employees' IT requests.
6. Ensure IT communication with users regarding major incidents (P1), releases and planned interventions.
7. Collaborate with Customer Coordinators to ensure optimal follow-up of tickets and improve user experience.
8. Setting up an ITSM knowledge database and promoting best practices documentation in order to reduce recurring incidents.
9. Taking part in PCAB (Production Change Advisory Board) meetings and ensuring validated decisions are implemented.
10. Define a Digital Workplace improvement plan, integrating new technologies and optimising the user experience.
11. Monitor and manage critical escalations, intervening directly with teams and partners to ensure incidents are resolved quickly and effectively.
12. SDM will support the transformation of TD RUN Operations by optimising the efficiency of IT services, improving SLA management, task automation and user communication, while aligning with strategic business objectives.
Job-related skills
* Experience of managing IT services in complex environments, with a focus on the Digital Workplace and Employee Services.
* Mastery of ITIL4 methodologies and ability to apply them to structure the management of incidents, changes and IT requests.
* ITSM expertise: Experience in implementing and optimising an ITSM tool (ServiceNow, Ivanti, BMC, Jira Service Management).
* SLA/OLA monitoring and improvement: Ability to monitor the performance of IT services and ensure the satisfaction of internal users.
* Workflow automation and optimisation: Experience in digitising ITSM processes to reduce the ticket backlog and improve resolution time.
* P1/P2 incident analysis and IT service governance: Ability to set up effective reporting and propose corrective and preventive actions.
Specific experience and knowledge
Fluency in French and/or Dutch, with a professional level in English.
Professional Training & Certificates
* ITIL certification
* DevOps, Prince2 or project management certification is a plus
#J-18808-Ljbffr