Service Manager

The Service Manager role belongs Relationship Management team and reports directly to the Head of Relationship Management.

The Service Manager is responsible for the quality availability performance and evolution of the technical service. In this role he or she acts as the prime customer contact for all servicesrelated enquiries. The Service Manager has experience in IT operations process analysis and Business Service Management. He should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC ITIL etc.) and equivalent process improvement methodologies.

The Service Manager will be responsible for the management of the delivery of the Service Catalog requests from initiation and ideology to deployment by facilitating service discovery with appropriate groups and managing the implementation of Service Catalog requirements and development.

Tasks

• Design adjust and manage the management process for service ownership
• Define build and implement a service and its processes with all its components both on the technical and the management side
• Contribute to the creation of SLAs for the concerned department and service
• Contributing to the implementation and definition of the adjusted monitoring for the service (standard monitoring or specific) that the customer requires within the budget defined and made available by the customer.
• Act as a customer representative for services of external suppliers or services defined and managed by the customer.
• Proactively preventing incidents from occurring and reducing the impact of the unavoidable incidents.
• Act as a Service Level Manager: offer to the customer the levels for the quality and ensure that all processes are present and improvement actions are carried out to achieves these levels.
• Design adapt and control the SLA management process Develop new specs documentation participate in the development of technical procedures and user support guides
• Assisting the business relationship manager by building a lasting relationship with the customer and by giving feedback to the Mutual IT staff on the customers situation.

Requirements

Methodology/Certification requirements
Bachelor Degree OR equivalent through experience.

Language proficiencies
Fluent in french or Dutch good knowledge of the other language
English

Location
Min 2. days/week onsite presence is Anderlecht is mandatory