Within our Operations department we are looking for a Quality Manager to strengthen the Center of Excellence (CoE).

The priority will initially be on the further implementation of the Knowledge Management process.

As a Quality Manager you will structurally increase and perpetuate the quality of the services and processes within Operations, for example by providing substantive support to the Team Leads and Process Owners involved. The Plan-Do-Check-Act (PDCA) cycle will be followed in this regard. In this way you actively contribute to an efficient and process-driven Operations department where the service provision meets the expectations of the SNCB management, and where the customer holds a central position.

As a Quality Manager, these are your most important tasks:

  • With regard to areas for improvement, in close cooperation with the Service Manager Internal Services and with the Operations Managers / Team leads:
    • Proactively identify issues and points for improvement within the Operations department
    • Draw up and follow up an improvement plan in which actions are defined to implement the points for improvement
    • Validate the proposed improvement plan with all stakeholders. These can be: the Team leads, Process owners, YPTO management or employees from the program responsible for the implementation of the ITSM processes (including external partners)
  • With regard to Service and Support intake, taking end-to-end responsibility ("accountability"), in close collaboration with Service Management and with Support Teams, for:
    • conducting intake meetings
    • monitoring the qualitative implementation of this process and its deliverables: having the Service & Support Design Package applied to ensure that all support elements are included within the project and transferred correctly to Operations.
  • Provide support in process implementation or process improvement. If desired, independently include some of these points for improvement
  • As the Center of Excellence holds the process ownership (see below) of Service Level Management, Service Catalogue Management and Knowledge Management, actively contribute to the implementation and improvement of these processes. This includes providing support with:
    • further developing the Service Catalogue and the process to keep it up-to-date, both towards SNCB business and towards suppliers
    • the further elaboration of the OLAs, agreed with the SNCB Directors and the associated reporting based on objective KPIs
    • supporting projects / tendering processes to ensure that the correct service management standards are included in specifications. You provide support in defining the requirements, evaluating quotations and the project to operationalize the service.
    • further developing the overarching knowledge management system and the process to keep it up-to-date.
    • clarifying governance. This may include determining roles and responsibilities and determining consultation and decision-making bodies.

As Quality Manager you also take on the role of Process owner for Service Level Management, Service Catalogue Management and/or Knowledge Management. In the role of Process Owner you are the representative of the process and you take on end-to-end responsibility ("accountability") for, among other things, the process design, role descriptions, process measurement, process validation and process improvements:

  • Proactively identify issues and process improvements in terms of process effectiveness and process efficiency. Discuss these issues and areas for improvement with the relevant stakeholders. Launch and follow up on the agreed actions to resolve the issues and implement the points for improvement.
  • Ensure that process documentation is available and always up to date.
  • Ensure that the services are described and that KPIs are available to measure and monitor the effectiveness and efficiency of the process.
  • Ensure that policies, standards and templates for the process are available and known.
  • Ensure that the process is applied consistently, for example through a periodic audit / review, in accordance with the process documentation and the policies, standards and templates that have been developed for this purpose.
  • Communicate about the process to all stakeholders about the content of the process, the objective and the role that the employees play in it. This should increase awareness of the added value of the process.
  • Proactively and constructively collaborate with other Process owners and Teamleads to jointly contribute to achieving the objectives of Operations, and in a broader sense, the objectives of YPTO.


Vereisten

  • Bachelor's degree or equivalent through experience
  • At least 8 years of relevant experience in a similar position
  • Thorough knowledge of ITIL / IT4IT
  • Thorough knowledge of Continuous Improvements and Service improvements
  • Thorough knowledge of Service & Support Intake
  • Knowledge of ServiceNow
  • Customer-oriented, problem-solving thinking and acting, empathy (motivating and coaching)
  • Highly developed communication and negotiation skills, bridge builder
  • Good knowledge of Dutch, French and English, both orally and in writing


Our offer

Within our open business culture, you will work behind the scenes on the digital transformation of NMBS/SNCB. You have a job with social impact and room for personal input. In addition to a good work-life balance and a competitive salary, your package includes:

  • Possibility to work from home 3 days a week + flexible working hours
  • 35 days of leave
  • Company car + public transport pass
  • Target bonus
  • Hospitalisation insurance (including dental care) for the whole family, group and invalidity insurance (cafeteria plan), without own contribution
  • Meal and eco cheques
  • Net allowances for remote work and carwash + internet budget
Solliciteer voor deze vacature
Solliciteer voor deze vacature
Locatie icoon

Anderlecht

Departement icoon

Operations

Contract type icoon

fulltime

Nog een vraag?
Contacteer onze HR Business partner

Katrien Vandeput
Neem contact op

Deel deze vacature

FacebookLinkedInWhatsAppEmail

3 redenen om te kiezen voor Ypto

Icoon uitdagingen: bergtop

Uitdagende projecten

Bij Ypto sta je nooit stil. Elke dag brengt afwisseling en een uitdaging om te innoveren en zo tot de beste oplossing te komen voor onze klant. 

Maatschappelijke impact icoon

Maatschappelijke impact

Je werkt mee aan de toekomst van de Belgische spoorwegen, en creëert een voelbare impact op miljoenen mensen.  

Doorgroeimogelijkheden icoon

Groeimogelijkheden

Initiatief, vertrouwen en zelf-sturing staan centraal. Je krijgt de steun van collega’s om jezelf te ontwikkelen en de mogelijkheid om te groeien. 

Sollicitatieprocedure

Heb je gesolliciteerd bij Ypto? Of ben je benieuwd naar hoe onze sollicitatieprocedure verloopt? De vier stappen hieronder worden telkens gevolgd. Afhankelijk van de functie kan er nog een gesprek of assessment bijkomen.

1

CV-screening

We  bekijken je cv grondig en gaan na of die aansluit bij het gezochte profiel. Het is mogelijk dat we je kort opbellen om te vragen naar je motivatie en ervaring. 

2

Gesprekken & vragenlijst

Na een positieve screening word je uitgenodigd voor een (video)gesprek met je rechtstreeks leidinggevende en je HR Business Partner. Tijdens deze gesprekken praten we over je motivatie, kennis, ervaring, vaardigheden en de inhoud van de functie. Ook bespreken we de online vragenlijst die je voorafgaand aan het gesprek hebt ingevuld. 

3

Referentieonderzoek

Tenslotte nemen we contact op met de door jou opgegeven referenties. Op die manier kunnen we ons een nog beter beeld vormen van jou.

4

We hebben een match: welkom bij Ypto!

Ben je geselecteerd? Dan maken we graag een aantrekkelijk voorstel op zodat we je met veel plezier kunnen verwelkomen in onze organisatie. 

Solliciteer spontaan

Wil je samen met ons werken aan de toekomst van NMBS, maar vind je niet meteen de juiste vacature? Solliciteer dan spontaan en wie weet behoor jij binnenkort wel tot ons team!