Senior Service Delivery Specialist

il y a 3 jours

Strasbourg, France Network Research Belgium Temps plein

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:Minimum 4 years of professional experience in the domain, of whichMinimum 2 years of Change/Incident/Problem Management or Project Management experience.Qualifications, Knowledge and Skills:ITIL/ITIL V3 Foundation Certification;People-management skills, coupled with strong communication skills;Good planning skills that go along with proper time management;Problem-solving skills;Proven communication skills with multiple levels of an organization, including interaction with senior management;Strong influencing and relationship management skills;Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities;Self-driven and resourceful to achieve goals autonomously as well as work well in group;Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio;Knowledge of security good practice and standards such as ISO27001 and NIST. #J-18808-Ljbffr

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