You manage the customer (SNCB/NMBS) and the supplier relationships from a to z and you act as SPOC.
You manage and optimize the Infrastructure, Cloud environment & Network. You ensure the follow-up of these domains according to the agreed SLA’s and OLA’s including follow-up of the financial budget.
You report to the Team Lead Business Service Management and work in co-operation with the Architecture teams, Network teams, Data Center teams and the Infrastructure teams.
Your main responsibilities are:
- Negotiate and monitor SLAs/OLA's with the customer/supplier to ensure continuity of services.
- Coordinate the actions internally and follow them up (budget adjustment, adaptation processes, communication, ...)
- Align with stakeholders involved (BRM, Architects , Team leads, Manager ...) in preparation for the topics to be discussed with customer/suppliers and organize the Service Review Meetings.
- Follow up and inform the internal stakeholders regarding the following domains: Problem Management, Change Management including Service Requests, Incident Management, Release Management Process, Service (Level) Management.
- Distribute reports as agreed in Governance, progress reports (interim and monthly), SLA reports, planned interventions and ad hoc reports.
- Continuous improvement: collect the improvement proposals from the customer/supplier with regard to the existing services and communicate them internally.
- Manage/monitor knowledge of services and stay informed of best practices/trends in the service management market and technological developments in the market.
Vereisten
- Master degree or equivalent through experience
- At least 10 years of relevant experience and in-depth knowledge of IT Infrastructure, Cloud, Data Center & Network
- Knowledge of Service Reviews and SLA reporting formatting and interpretation
- In-depth knowledge of ITIL /IT4IT Service Management / processes, both internally and at the customer side
- Knowledge of Dutch, French and English
- Excellent MS Excel skills (realize studies and analysis)
- Good communicator, conflict handling, building and maintaining relation networks, acting in an organization-sensitive manner, monitor progress
- Taking responsibility, working in all openness, being committed, focusing on the customer
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
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