Brussels Metropolitan Area
Highly motivated and experienced senior information technology manager with proven history of successful management of outsourcing projects in large international organisations, focusing on results and efficiency. Strong track record of successes in managing ITIL processes, service management, customer experience and expectations with a specific focus on relational aspects and human respect.
Main activities and responsibilities - Successful implementation and management of ITIL processes for our client as well as contractual SLAs, accompanying our client in moving up from ITIL maturity level 1 to 4. - Results achieved by smoothly implementing these processes, keeping the focus on our client objectives and constraints supported by a program of continuous process improvement. - Regular provision of operational and tactical reporting & advice on business improvement to our client. - All these have greatly contributed to raising the quality of our client's Service Delivery and their IT users' satisfaction to a level of excellence while meeting our SLA. - Support to our customer in defining its strategic line to best encounter the needs of the agency while taking into account the constraints and to eventually translate this strategy into operational plans. - Support to our client in its governance development by participating in the setting-up of its bodies and processes (Portfolio, Program & Project Management) but also advising and controlling project deliverables and readiness to turn over to production. - Deputy Operations Manager. - Management of Time and Means (additional non-contractual customer demands corresponding to more than a hundred requests per year for a budget of several million euros).
Main activities and responsibilities: - Change Management Processes: o Operation of ITIL processes to meet contractual SLA. o Operation of process improvement & reporting to the client. o Support and supervision of projects and their implementation. - Administrative Management of Time and Means (additional non-contractual customer demands) - Deputy Operations Manager.