Service Operations and Support 'SOS' Manager

  • Location

    Brussels, Belgium

  • Sector:

    Information Technology

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Iris Brand

  • Contact email:

    Iris.Brand@voltinternational.be

  • Job ref:

    78153-ITBEL-IBR_1615822476

  • Published:

    3 months ago

  • Duration:

    12 weeks

  • Expiry date:

    2021-04-05

  • Start date:

    ASAP

About the Job:

For one of our clients based in Brussels, we are looking for a Service Operations and Support Manager to measure performance vs service levels, ensure operational processes, incident response, and problem management.

Context:

Deliver, manage & operate the technology enabling business and content. Manage the change process & project implementation to deliver in line with needs raised (business or technology evolution) reliably​. Manage the service level, knowledge and processes to make effective use of the technology and know-how​.

Required Responsibilities:

-Manage the service level and operational levels of (Technology) are met.
-Measure service levels, define dashboards and reporting to manage the service levels.
-Report to the technical teams the performance.
-Define and follow up actions needed to improve and manage service levels.
-Manage incidents and escalations; follow up to restoration & completion.
-Report & communicate clearly & timely to the technical team, to the management and to the relevant users.
-Watch over problem management and define necessary actions to identify root cause analysis and lasting improvements.
-Define and maintain best practices to improve the service levels.

Required Qualifications:

-3-5 years of experience in service management.
-Service management (ITIL,..)
-Strong analytical and troubleshooting skills.
-Able to work with people of different backgrounds (business, technical), motivate a team and rally towards an objective.
-Broadcast & Media industry expertise.
-Positive and flexible mindset.
-Clear communicator, oral and written.

Languages: Fluent in French, Dutch and English
Location: Brussels (1140)