Our client is looking for a Service Operations Manager
Service description:
Our client's digital services landscape has grown organically over time, resulting in varying approaches to service management across different teams. While basic processes exist, the current situation presents challenges in terms of efficiency, scalability, and consistency. This project aims to establish a standardized service management operating model that will streamline our operations and enhance service delivery.
The need for this transformation stems from current operational challenges, notably the needs of a transparent service management to cope with the dynamically changing technologies and customer demands. Among other, it will be crucial to have clear handoffs and definition of roles, especially for the onboarding of the services users.
Through this activity, we aim to establish clear, standardized processes for each of these phases while ensuring practical applicability and operational efficiency.
Formulate target picture of Operating Model (Level 0 and 1, group)
- Detail specific processes (Level 3 and 4)
- Detailed workflows
- Decision points, exception handling and operational guidelines
- Interaction with IT system
- Detailed task descriptions
- Templates and checklists for each phase
- Reporting metrics, mechanism and templates
Analysis of existing processes of Operating Model (at least level 1); level 1 and 2 include:
- High-level process flows covering main process groups
- Role and responsibility, governance model
- Performance indicators (high-level KPIs)
- Inputs, outputs, and process triggers
- Systems and tools used in the process
- High-level process pain points and improvement areas
Detailed revision of existing processes
Implementation plan
- Gap-analysis (to-be vs. as-is) to identify processes that require standardization
- Impact and effort analysis for implementation of these processes
- Implementation plan (e.g. processes to standardize, required resources, time planning, …)
Requirements:
Key technical requirements
- In-depth knowledge of IT service management frameworks (e.g. ITIL)
- Experience in Operations for IT Infrastructure (e.g. Monitoring, Access Management, Incident Management, Problem Management, Change Management, Service Continuity Management, Availability Management)
- Proficiency in analysing and defining IT operations processes
- Experience in Organizational Development (especially Turnaround) in that area
Further requirements
- Ability to speak, read and write fluently English
- Be able to work both autonomous and in a team
- High customer-orientation
- Analytical approach to problem-solving and a track record of driving results through continuous improvement
- Curiosity, willingness to learn and ability to introduce creative and innovative solutions
- Have a critical mind and dare to challenge
- Ability to navigate a complex stakeholder environment
Additional information:
Location: Brussels with occasional (2-3 per month) travels to Berlin and/or Brussels
Work regime: 85% (30 hours)
