Application Service Delivery Coordinator

OVERALL RESPONSIBILITIES

- Manage the operational life cycle, cost control/usage optimization and delivery of services related to a portfolio of business oriented applications.

MAIN ACTIVITIES

Application Service management

- Manage application related IT services focusing on availability and performance management, incident/problem management and service request management.
- Ensure the services are provided in quality, according to agreed service levels and in respect to governance to the relevant business community
- Provide level 2 support where relevant. Liaise with other IT departments and coordinate multi service provider activities accordingly.
- Setup and maintain multivendor integrated service model and related service portfolio. Contribute to definition and negotiation of application software/service agreement.
- Continuous service improvement
- Manage regular operational meeting with application business owner and report on application service delivery activity, related application roadmap and operational changes, cost evoluation

Application life cycle management

- Manage operational life cycle of the application focusing on change management, business operation risk minimization, TCO optimization, documentation and test management
- Drive key application operation such as: packaging and deployment, installation/decommissioning, application upgrade/harmonization
- Manage, optimize and report on application operational cost and utilization.
- Software license management: audit and compliance, utilization optimization.
- Control and report on how and where the application is used.
- Identify and recommend improvement initiatives to optimize application usage.
- Manage and communicate application operational roadmap. Keep track of key change history.
- Maintain and communicate key information and documentation related to the applications and related processes/services.
- Actively participate as service expert and change coordinator to projects and development activities, focusing on requirement gathering, activity planning and implementation coordination.
- Ensure transition of development to business as usual services and related knowledge acquisition.
- Manage projects linked to your application portfolio. Ensure deliverables in time, scope and budget.
- Contribute to the management and rationalization of the global application portfolio and to the development and promotion of the application portfolio governance rules and procedures.

EDUCATION

- Degree, Bachelor within Business Administration/Engineering/Computer Science with minimum 5 years relevant professional experience. Long relevant experience may compensate for lack of formal education.

SKILLS

- Minimum 3 Years experience in IT service delivery or similar functions, preferably in application management.
- Technical background experience in desktop/server/network administration as well as software packaging and deployment will be highly appreciated.
- Proven track record of IT operation coordination in large companies and multi vendor outsourced environment.
- ITIL Experienced.
- Combined knowledge and interest mix between business and technology.
- Additional experience in asset management, license management or service modelling are a plus.
- Highly customer service oriented, structured and organized combined with good level of coordination and communication skills.
- Project management experience. Project Management certification is a plus.
- Ability to work independently, defining targets and prioritizing tasks in a demanding environment.
- Analytical, team-player, proactive and highly committed.
- Language: English (fluent written and spoken). Other European languages are a plus.

OTHERS

- Comfortable in working in a multi-cultural, multi-language environment.
- Full time equivalent function.
- Working location: Brussels Office.
- Request some travel mobility.