Service Delivery Manager (M/F)

Job description

Operating under the managerial authority of Global Business Support (GBS), ENGIE Information and Technologies (ENGIE IT) is ENGIE's information systems nerve centre.

We produce IT services for the Group's Business Units and functional lines in the following areas:

 

- IT infrastructure: networks, work environment, DataCenter, security, communication, etc.;

- research, development and application maintenance;

- advice on organising and managing business projects with a strong IT dimension.

 

ENGIE IT draws on its competencies and expertise to benefit the Group's businesses. We support their transformation by offering competitive services with high added value.

We anticipate market developments and ENGIE's digital challenges, tailor our offer accordingly and act as an IT innovation incubator for the Group's business activities.

 

In connection with the implementation of the industrial plan to develop shared service centres (SSCs) in France and Belgium, ENGIE IT SSC is looking for an:

 

Infrastructure Service Manager 

or Service Delivery Manager (M/F)

A Business Support IT/DataCenter role

Position based in Brussels (Belgium)

The Service Manager or Service Delivery Manager is responsible for ensuring the smooth functioning of the provided service and, as such, for its good operability, cost and quality, in keeping with commitments made to customers and suppliers. 

 

The Service Manager reports to the Head of the Service Line.

He exerts functional authority over operational teams (e.g. Operational Managers, Release Operational Managers, Application Officers, Functional Analysts, Application Technicians and Application Managers). 

 

The services in question are those provided by ENGIE IT's DataCenter: hosting, storage and/or backup, hardware, systems, the cloud, middleware, databases, SAP, etc.

 

Main activities

 

Manage and maintain the operability of the service

·        Implement new technologies and standards determined by the Group within the respective area of activity

·        Guarantee that the service complies with the defined SLAs/OLAs

·        Ensure that the objectives set are met in terms of finance and services

·        Produce performance indicators specific to the service in addition to the globalised KPIs provided by the Performance entity

·        Ensure that the service remains operational (e.g. by managing changes, incidents, problems and capacity)

·        Anticipate and manage risks related to maintaining the service's operational status

·        Provide descriptions of the service and SLAs/OLAs for the various documents (service agreement, service catalogue, marketing and sales support material)

·        Ensure the availability of the assets and resources required for the service

·        Be responsible for the operational management of service provider contracts

·        Validate SLA reporting

·        ‪Oversee the implementation of service developments

·        Ensure that processes are complied with and deployed within the respective area of activity, as an operational contact for cross-functional processes

·        Ensure that reversibility is possible: maintain knowledge of the solution used

·        Implement IS security policy in the designated service area

·        Keep the technical documentation for the service up to date

·         Ensure that the basic technical building blocks intrinsic to the service are properly integrated

 

Forge high-quality, trust-based customer relationships

·        Keep the service agreement up to date

·        Help comply with the service agreement

·        Interact with customers in the course of the service's day-to-day operations

·        Help to manage operational relations with customers by preparing the various monitoring committees to report back for each service on the management of incidents, problems, releases, changes and so on, in coordination with the Customer Relations teams.

 

Contribute to the service's economic balance

·        Manage and control the costs of the service

·        Refer the indicators and dashboards relating to the service to the Line Manager 

·        Produce and guarantee the quality of inventories and justify any departures from the customer's vision

·        Have sound knowledge of economic models

 

Desired profile:

 

Cross-functional skills

Reporting ability 
General knowledge of financial management 
Service-minded 
Knowledge of reporting techniques

The ability to manage action plans

 

Behavioural skills

Good experience of customer relations

Adaptable to change 
Commitment 
Team spirit 
Pragmatism 
Initiative 
Stress-resistance 
Result-oriented

Technical skills

Solid knowledge of standard, technical DataCenter infrastructure solutions

Knowledge of public and/or private cloud-based solutions

Theoretical and knowledge of and operational experience with ITIL processes

Regular use of an IT Service Management tool

Managerial skills

A cooperative outlook, seeking synergies

Work in a matrix-based mode 

 

Languages

French and Dutch (one as a mother tongue)

English (very sound working knowledge)

 

Experience

At least 3 years' experience in a Service Delivery Manager's role

 

Additional Information
·  Posting Date: Oct 29, 2018