Service Manager

BrusselsIIT consulting

Description de fonction

The IT infrastructure is outsourced. This concerns all infrastructure on premise including Mainframe, Open Systems, Storage, Database, Middleware, Network & Telecom, End User computing, Service Desk and project services. Some parts will evolve in a near future towards the cloud.

Within the IT department, a team has been set up to manage the contract with the Outsourced client (Service Management and Infrastructure). This includes several different sub teams collaborating all together:

  • Business Relationship Management
    facilitating the relationship between the different business departments and PI² and mainly supporting the project services
  • Finance Management
    covering financial analysis and planning, invoice management, recharging to subsidiaries and different financial exercises.
  • Service Management
    aiming at maximum value for money by the outsourced client

The service managers participate in governance committees like operational meetings (on incident and problem, change management, …), in the tactical service delivery committee
They are also the primary contact for the ITSM tool. Service Delivery Governance: Service portfolio Management (SLO), Service Level Management, incident and problem, forecast and demand, service request & authorization, asset management, change management.

Contract Management: contract change & interpretation, dispute resolution, benchmarking and exit strategy.

These processes and activities should all be conducted in line with the signed contract agreement.

In a near future, we will evolve towards a partial cloud infrastructure. We will then have to update our service management practices by integrating the management of the hybrid platforms.

The ambitions are to provide a modern service management with a strong added value for us. It should use the best practices of the market and be challenging for the infrastructure supplier.

Service Manager Informations offres d'emploi
IT Services
Project Sourcing
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