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Service Delivery Manager/Brussels
Eingestellt von Endeavour Recruitment
Gesuchte Skills: Client
Projektbeschreibung
Excellent contract opportunity for a French speaking Service Delivery Manager to join an International client based in Brussels.
Duties:
- Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration.
- Manage overall Service Management Process integration of all teams, including all teams within teams, Business Units, and subcontractors/third party vendors, delivering services to the client.
- Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management processes.
- Act as lead of Service Management Team and ISM Processes for a given account or set of accounts.
- Act as escalation point for Service Management Process and Resources on the Account.
- Maintain working relationship with client on Operational matters and owning client issues.
- Bridge gaps between delivery teams to help drive rapid recovery during major incidents.
- Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
- Act as escalation for Problem Management to SILs/Delivery Line Management if RCAs are not meeting the required quality on consistent basis.
- Work with Incident/Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly.
- Lead trending/process improvements, reduction in overall Incidents, failed changes etc.
- Lead ISM Process awareness across all Service lines and provide education if required.
- Promote Known Error Database (KEDB) across service lines which could in turn help in speedy resolution of Incidents.
- Build & distribute Know Your Customer (KYC) document.
- Revise, Review and ensure approval of ISM Process Account Level Process Interface ManualHis.
- Responsible for ISM processes & oversee execution.
- Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery.
- Escalate to SIL in case there are backlogs for Incident, Problem, Change records.
- Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate.
Kindly forward your CV for consideration.
Duties:
- Collaborate with the Major Incident Manager for resolution of Major Incidents of complexity or long duration.
- Manage overall Service Management Process integration of all teams, including all teams within teams, Business Units, and subcontractors/third party vendors, delivering services to the client.
- Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management, Release and Deploy and Knowledge Management processes.
- Act as lead of Service Management Team and ISM Processes for a given account or set of accounts.
- Act as escalation point for Service Management Process and Resources on the Account.
- Maintain working relationship with client on Operational matters and owning client issues.
- Bridge gaps between delivery teams to help drive rapid recovery during major incidents.
- Use specific information from Major Incidents in conjunction with the Problem Manager to appraise technical teams so that they can build high quality RCAs.
- Act as escalation for Problem Management to SILs/Delivery Line Management if RCAs are not meeting the required quality on consistent basis.
- Work with Incident/Major Incident Manager to continually improve upon the Recovery Model for resolution of Major Incidents to restore service quickly.
- Lead trending/process improvements, reduction in overall Incidents, failed changes etc.
- Lead ISM Process awareness across all Service lines and provide education if required.
- Promote Known Error Database (KEDB) across service lines which could in turn help in speedy resolution of Incidents.
- Build & distribute Know Your Customer (KYC) document.
- Revise, Review and ensure approval of ISM Process Account Level Process Interface ManualHis.
- Responsible for ISM processes & oversee execution.
- Interlock with SIL on resolving issues which impacts the ISM activities performed by delivery.
- Escalate to SIL in case there are backlogs for Incident, Problem, Change records.
- Review and report ISM Process KPIs, Control Points and Operational Metrics to stakeholders as appropriate.
Kindly forward your CV for consideration.
Projektdetails
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung