Application Service Manager (Infrastructure)

JOB TITLE: APPLICATION SERVICE MANAGER (INFRASTRUCTURE)

LOCATION: BRUSSELS, BELGIUM

JOB TYPE: LONG-TERM CONTRACT

START: ASAP

RATE: 350/DAY

SUMMARY

To accomplish these expectations the Project Application Service Manager is involved in the early phases of the projects beginning with the demand process. Our main tasks are:

- 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.

DOMAINS OF RESPONSIBILITY IN GENERAL:

- Be part of a team which is responsible to develop the necessary Service Management processes for NESD.
- 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 in NESD.
- 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)

PROFILE

- 2 to 4 years of experience in IT Service related industry.
- 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.

SKILLS

NON TECHNICAL SKILLS

- Fluent 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.

TECHNICAL SKILLS

- Specific experience in IT Services and Incident/Problem/Change processes.
- General understanding of IT infrastructure - eg Client Server technologies, Web Technologies, Database, Networks, etc.
- Practical and structured understanding of ITIL Service Delivery processes, understanding the maturity of existing processes in Customer's Delivery Centres.