Within the Business Service Management (BSM) team of our Operations department, you are responsible for the follow-up of the activities in the overall domain 'Transversal Services'.

Responsibilities :

You are responsible for monitoring the quality of the services provided by internal and external partners and for optimizing them. You offer support in cooperation with and between the parties. Your responsibilities are always situated at the overarching, transversal level. Your role and duties:

  • With regard to the provision of services:
    • SPOC for questions and possible issues
    • Monthly performance reviews: challenge and validate the KPIs and Service Levels provided by the external partner
    • Regular review and, if necessary, review of KPIs / SLs to the changing environment and maturity of the service
    • Draw up improvement proposals based on the topics introduced and after own research
    • Follow up improvement projects, own and of the external partner
  • In the context of the application of the established methodology (ITIL v3 based on IT4IT):
    • Supervise the general application of the recorded ITIL processes
    • Act as an escalation point for any (structural) problems with the application of the processes
    • Analyze, document and report any structural problems
    • Make proposals to improve the processes
    • Stay informed of all decisions that may have an impact on the quality of the service

Requirements

  • Bachelor or Master degree in Computer Science, Information Systems or related field; or you have equivalent work experience.
  • Minimum of 8 to 10 years of IT and business/industry work experience and at least 3 years experience in Service Delivery Management. Solid experience in managing 3rd parties and vendors.
  • Fluent in Dutch, French and English, spoken as well as written.
  • Excellent interpersonal and collaborative skills and the ability to communicate IT Domain-related concepts to technical and non technical audiences.
  • Ability to translate business goals requirements issues into technical and service specifications.
  • Attention to detail and excellent analytical skills.

Our offer

Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a market-related salary, you have:

  • the possibility to work remotely for up to three days per week + flexible working hours;
  • 35 days of leave;
  • a company car + a public transport pass;
  • a target bonus;
  • a hospitalisation insurance (including dental care) for the entire family, a group insurance and a disability insurance (cafeteria plan), without own contribution;
  • meal cheques and eco-vouchers;
  • net allowances for remote working and carwash + internet budget.
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Apply for this job
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Anderlecht

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Operations

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fulltime

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3 reasons to choose Ypto 

Icoon uitdagingen: bergtop

Challenging projects

At Ypto, you never stand still. Every day is different and offers the opportunity to be challenged to innovate in order to find the best solution for our customer.

Maatschappelijke impact icoon

Social impact

Through your work, you contribute to the future of Belgian railways and have a tangible impact on millions of people.

Doorgroeimogelijkheden icoon

Growth opportunities

Initiative, trust and self-management are key. You will have the support of your colleagues to develop and the opportunity to grow.

Application procedure

Did you apply for a position at Ypto? Or are you curious about how our application procedure works? We follow the four steps below each time. Depending on the position, an additional interview or assessment may be required.

1

CV screening

We take a close look at your CV and check whether it matches the profile you are looking for. We may call you briefly to ask about your motivation and experience.

2

Interviews and questionnaire

If the outcome of this screening is positive, you are invited to a (video) interview with your direct supervisor and your HR Business Partner. During these interviews, we discuss your motivation, knowledge, experience and skills as well as the content of the job. We also talk about the online questionnaire you filled in prior to the interview.

3

Reference analysis

Finally, we contact the references you will have provided. This way, we can make you out better.

4

We have a match: welcome to Ypto

Have you been selected? If so, we will be happy to draw up an attractive proposal and welcome you to our organisation.

Spontaneous application

Would you like to work with us on the future of SNCB but cannot immediately find the right vacancy? Then feel free to submit a spontaneous application. Who knows, you might soon be part of our team!