Senior Service Delivery Specialist

Network Research Belgium; Strasbourg; On-site; EUR 40,000 - 80,000; Full time

Job summary

Une entreprise innovante recherche un coordinateur de service dynamique pour superviser la livraison quotidienne des services en direct. Dans ce rôle, vous serez responsable de la gestion des incidents et des problèmes, en veillant à ce que tous les services soient fournis conformément aux accords de niveau de service. Vous travaillerez en étroite collaboration avec des équipes opérationnelles pour résoudre rapidement les problèmes tout en maintenant la qualité. Si vous avez une solide expérience en gestion de projet et en gestion des incidents, et que vous êtes passionné par l'amélioration continue des services, cette opportunité est faite pour vous. Rejoignez une équipe qui valorise l'excellence et l'innovation.

Qualifications

• Minimum 4 ans d'expérience professionnelle dans le domaine.
• Certificat ITIL/ITIL V3 requis.

Responsibilities

• Coordination de la livraison quotidienne des services en direct selon les SLA.
• Gestion des incidents et des problèmes pour assurer la qualité du service.

Skills

Gestion de projet

Gestion des incidents

Compétences en communication

Compétences en résolution de problèmes

Gestion du temps

Gestion des relations

Education

Master ou équivalent

Tools

Microsoft Project

Microsoft Excel

Microsoft Visio

Job description

Coordination of the day-to-day delivery of all live service elements in accordance with agreed SLAs and contractual requirements;

• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimising risk;

• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs);

• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting;

• Ensuring quality is maintained throughout the service delivery process;

• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered;

• Assist in supporting models and managing transition of projects and new services into the business-as-usual model;

• Assist in coordinating Problem and Release Management activities to ensure effective service management;

• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks;

• Ensure quality of Known Error records and the Knowledge Database;

• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier Management when necessary;

• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;

• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met;

• Take escalations from Problem Coordinator and handles them accordingly.

Minimum Requirements:

Minimum 4 years of relevant education (master or equivalent) after the secondary school.

Minimum Experience Requirements:

1. Minimum 4 years of professional experience in the domain, of which
2. Minimum 2 years of Change/Incident/Problem Management or Project Management experience.

Qualifications, Knowledge and Skills:

1. ITIL/ITIL V3 Foundation Certification;
2. People-management skills, coupled with strong communication skills;
3. Good planning skills that go along with proper time management;
4. Problem-solving skills;
5. Proven communication skills with multiple levels of an organization, including interaction with senior management;
6. Strong influencing and relationship management skills;
7. Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities;
8. Self-driven and resourceful to achieve goals autonomously as well as work well in group;
9. Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio;
10. Knowledge of security good practice and standards such as ISO27001 and NIST.