Service Delivery Manager, Production, Bank, Brussels

OBJECTIVE: Service Delivery Manager (SDM) to join the technical team which is responsible for the maintenance and management of the Operational Level Agreement (OLA) at the bank.

OPERATIONAL (DAY-TO-DAY) TASKS:

- AS-IS assessment of all service level agreements (SLAs) with external IT service providers to the bank;
- Recertify and retrofit the list of support teams by SLAs based on the codex (link IT Service/Support teams through the main technical layers
- Collaborate with other teams to build the data model linking IT components and IT services. This will be fed with the data from the above points;
- Address SLA recertification requests from SDM perspective.

PROJECT RELATED TASKS:
- Address SLA requests from SDM perspective;
- SDM contact for projects involving outsourcing (provide input on Service Level requirements, and on operational services Statement of Work, SOW/SLA);
- Ensure coherency with the standard monthly reporting and Project Delivery goals.

ESSENTIAL SKILLS/EXPERIENCE:

- Hands-on experience in managing Service Providers or in delivering services as a Provider;

. ITIL;
. IT operations background.
- Strong communication skills: ability to coordinate with people from different areas (IT Operations strong organisation skills and process minded;
- You must have worked on large complex projects, ideally in the banking/finance sector;
- Service oriented and Production risk aware;
- Knowledge of the fundamentals of ITIL Service Support.

Language: English