7 months ago
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.
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.
-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.
-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)