Service Management Coordinator (ITIL Processes, Incident Handling)

SERVICE MANAGEMENT COORDINATOR (ITIL PROCESSES, INCIDENT HANDLING)

The contract is with a large consultancy based in Brussels to be on assignment at a client site in Den Haag, Netherlands. The client is seeking a Service Management Coordinator with minimum 5 years' experience.

Tasks:

§ Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT

§ Monitor and coordinate Incident handling within ICT Operations

§ Deliver communication and coordination procedures for major incident handling

§ Review incident trends to proactively identify and prioritize problems

§ Initiate root cause analysis and resolution

§ Maintain internal ICT lines of communication and document business expectations

§ Identify areas for improvement and facilitate efficient handling of Incidents and Problems

§ Perform any other tasks in the area of competence as assigned by the line management

Required skills and competencies:

§ Strong ability to communicate needs and motivations, especially under time or workload pressures

§ Excellent interpersonal skills

§ Very high attention to detail

§ Stress resilience and demonstrated ability to work well under pressure, both independently and in a team

§ Ability to motivate and influence others

§ High level of customer-orientation

§ Ability to establish and maintain effective working relations with co-workers in an international and multi-disciplinary work environment

§ High degree of commitment and flexibility