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Quality Manager IT Operations

Job description

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

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.


  • 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