IT Service Coordinator
- Permanent, Full-time
IT Service Coordinator
Elle anticipe, pour ce faire, les évolutions du monde mutualiste et vise l’innovation et la qualité dans tous ses domaines d’activités : l’offre de produits et services, l’accessibilité et la prestation de services, l’organisation interne, les ressources humaines, la politique de marketing et de communication, etc.
En bref ? Partenamut se mobilise sur des projets qui simplifient la vie de ses membres et améliorent leur bien-être physique et psychique.
The Service Coordinator role belongs IT Operations team and reports directly to the Head of IT Operations.
The Service Coordinator is responsible for quality, availability, performance and evolution of the technical service. In this role he or she acts as the prime customer contact for all services-related enquiries.
The Service Coordinator has experience in IT operations, process analysis and Business Service Management. He should demonstrate a deep knowledge of IT Operations processes and frameworks (SDLC, ITIL, etc.) and equivalent process improvement methodologies.
The Service Coordinator will be responsible for management of the delivery of the Service Catalogue requests from initiation and ideology to deployment by facilitating service discovery with appropriate groups and managing the implementation of Service Catalogue requirements and development.
IT Service Catalogue :
Ensure all operational services are defined and recorded within the service catalogue
Ensure all information within the service catalogue is accurate and up to date
• IT Service Delivery:
Define for each service SLAs with the customer
Ensure the alignments of SLAs , KPIs on infrastructure services to meet functional customer requirements
Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring and performance
Provide service delivery status in IT business alignment meetings and other stakeholders
Act as the service escalation point
• IT Service Continuity:
Ensure all elements required to restore the services are known and in place in the event of a crisis
Proactively escalate problems and issues and drive to resolution
• IT Service Transition :
Ensure successful projects transition to operations within his or her services
Link with Business enhancement and project management to ensure appropriate support of projects after go-live considering budget guidelines and resource availability
• Third party service providers :
Manage Third party service providers functional services deliverables through
Operational service reviews (incident escalations & problems)
Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan & deliverables.
• ITIL Foundation Certified with at least one intermediate certification.
• Experience using and administering ticketing tools.
• Good track record for innovation and measurable process improvements.
• Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences.
• Self-driven and ability to work independently.
• Strong customer service, analytical, research, interpersonal and problem solving skills required .
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- 19 December
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