Senior Delivery Coordinator

ThoughtLabs Belgium; Strasbourg; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

ThoughtLabs Belgium is seeking an experienced IT Operations Leader to coordinate end-to-end service delivery across multi-vendor environments in France. You’ll own SLAs/OLAs, drive incident/change management, and guide the service roadmap toward stability, resilience and continual improvement.

You’ll lead operational support teams, analyze performance data, manage KPIs, and represent service performance to executive boards, ensuring audit readiness and cross-contractor collaboration.

Qualifications

• Comprehensive ITIL knowledge across Incident, Problem, Change, Event, Capacity and Availability management.
• Proven experience leading operational support teams in multi-vendor, mission-critical environments.
• Ability to interpret performance data, identify risks and define mitigations.
• Broad understanding of middleware, integration, identity and access management, observability, automation and monitoring solutions.

Responsabilités

• Coordinate delivery and performance of operational services across the life cycle.
• Lead incident, problem, change and capacity-management activities across environments.
• Drive service roadmap approval from a service perspective and ensure stability and resilience.
• Monitor and report operational KPIs and dashboards; drive continual improvement.
• Support CMDB data accuracy and audit readiness.
• Enable cross-contractor collaboration and manage dependencies.

Connaissances

ITIL

Leadership

Stakeholder management

KPI tracking

Multi-vendor coordination

Service ownership

Outils

CMDB

Monitoring tools

Service dashboards

Description du poste

• Coordinate the delivery and performance of operational services across the entire life cycle, ensuring compliance with defined SLAs and OLAs.
• Coordinate Incident management activities, coordinate recovery actions and chair service bridges.
• Drive the approval of operational changes from a service perspective and support in maintaining an up-to-date service roadmap focusing on stability, resilience and continuous improvement.
• Coordinate incident, problem, change and capacity-management activities across multiple environments.
• Monitor and report operational KPIs, service dashboards and continual improvement initiatives to the Contracting Authority.
• Support to ensure the accuracy and completeness of configuration and asset data in the CMDB and maintain audit readiness.
• Enable cross-contractor collaboration and manage dependencies with other system and service providers.
• Drive knowledge transfer, documentation quality and operational readiness reviews

Knowledge and skills

• Comprehensive understanding of ITIL service-management practices across Incident, Problem, Change, Event, Capacity, availability and Service Level Management.
• Experience leading operational support teams in multi-vendor, mission critical environments.
• Strong ability to interpret performance data, identify risks and define mitigation actions.
• Knowledge of middleware, application, database, infrastructure and security operational domains.
• Familiarity with monitoring and reporting frameworks for service performance and availability.
• Excellent stakeholder-management, coordination and communication skills, with the ability to represent service performance to management boards.
• Competence in defining and tracking KPIs and managing continuous service-improvement actions.
• Broad understanding of the operational and technical domains , including middleware, integration, identity and access management, web and mobile components, observability, automation, and service-monitoring solutions, as defined or agreed by the CA.

Experience

• Minimum 10 years of experience in IT operations, including at least 5 years in a leadership or service-ownership role with accountability for SLAs and team performance.
• Demonstrated experience managing end-to-end service operations for complex, distributed environments.
• Certifications (preferred): ITIL Intermediate or Managing Professional level, service-management or leadership certification.