ITIL Expert (Service Manager)

Portland Resourcing are looking for:

In the frame of the split between the FORTIS bank and insurance, the ITIL processes and associated tools of ex-FORTIS group are being adapted to the new needs of AG Insurance.

We are looking for an ITIL Service Management expert that will:
- Lead an ITIL project;
- Train users, managers and team members to ITIL;
- Describe the to-be processes.

Required Knowledge and Experience:

Mandatory
*Independent person able to plan its work and execute it
*Coaching and Negotiation
*Team player
*Problem solver
*Excellent Communication skills

Business experience required
*At least 5 years working experience in an ITIL environment.
*Have worked as service desk manager in a previous function
*Ability to transfer ITIL basics to users & Managers
*Participation in the implementation of the processes and the tools.

Technical experience required
Mandatory
*Experience in the implementation of configuration management databases and processes
*Implementation of ITIL Service Support processes at least in 2 different companies
*Experience in the implementation of CMDB partially shared between 2 companies.
*Knowledge of PRINCE 2 applied to IT

Preferable
*Preferably certified ITIL service manager
*Knowledge of CMMI v1.2 is a plus

The following activities will be part of the job:
*Project Management of the project updating the processes and implementing the tooling
*Training of the users, managers and the team members
*Lead workshops to describe the to-be processes.
*Implement/Reposition the service desk related activities including incident, problem and change management process.
*Implement the Configuration Management process including the configuration Management Database (CDMB)

Languages:

English
French
Dutch
*Dutch and French (one fluent and the other one good)