Systems Operation Support Manager - ITIL - Helpdesk - Brussels

DESCRIPTION

The Systems Operations Support Manager will be responsible for the successful delivery of (outsourced/in-house) Systems and Application Support Services, ensuring that the (offshored or outsourced) Systems and Application Support functions performs to appropriate and agreed service levels.

The Systems Operations Support Manager will be responsible for measuring and managing the end-to-end performance of our Systems/Application Support function against agreed Operational Level Agreements, drawing out issues and working with Project Delivery (and Infrastructure) owners to reduce and resolve them. This will be undertaken through regular reporting and will seek to identify potential areas of improvement in the overall service provision, including call reduction and overall speed to resolve issues.

A key element of the role is to maintain a strong relationship with the Business Application Owners and the associated Stakeholders and to be responsible for the set-up and operational performance of the Application Support arrangement in terms of quality (against the agreed KPIs) and cost (to financial targets).

Furthermore, the role is responsible for ensuring that the Application Support team is fully ready to receive new services from the Project Delivery Organization, identifying deficiencies in time to allow them to be addressed or accepted.

The Systems Operations Support Manager will have a firm understanding of (on and offshore or outsourced) management models (quality and cost).

You will be responsible for the implementation and further development of the customer support model and building the customer support model/relationship with the outsourced partner.

CORE ACCOUNTABILITIES

- Lead the Support Team in efficiently delivering the service management support tasks
- Create an inventory of the current support structure
- Understand the business support requirements
- Develop the support structure to fulfil the company's operation support needs
- Transform the current support into a robust support model
- Facilitate multidisciplinary, virtual incident teams
- Manage the service management relationship with the outsourced partner

ESSENTIAL QUALITIES

- 3 to 5 years experience in managing operational support of IT Infrastructure and applications
- Experience with Incident Manager and Problem Manager roles
- ITIL experience with a pragmatic service management mind set
- Experience with support/helpdesk tools
- Experience with technical as well as business support
- Experience with outsourced support services
- Experience with outsourced Data Centre services
- Open and creative mind set
- Excellent verbal and written communication skills to communicate effectively with senior managers, clients, colleagues and other stakeholders
- Understands expectations for projects and programs
- Team player
- Friendly, yet goal-driven, bridge builder
- Ability to think out-of-the-box (chasing details, improvise, aligning teams and deadlines)
- Pro-active, result driven, seeks for continuous improvements, task oriented, completer finisher
- Time management: punctual delivery, keeping promises
- Able to work and deliver in a high-pressure, stressful, target-driven environment
- Excellent relationship management skills

DESIRABLE QUALITIES

Generic knowledge of/experience with:

- ITIL (v3) foundation accreditation and formal risk management training are a plus
- More in-depth IT skills are a plus
- Linux/VMWare/SAN technologies
- Business Intelligence tools
- Oracle databases
- Java custom applications
- EDI messaging