A Japanese IT company in Belgium is currently recruiting a Japanese speaking IT Operations Service Delivery Manager.
You will be leading Major Incident and Crisis Management for swift service restoration, ensuring ITIL service operations, and establishing KPIs with vendors.
Minimum 3 years of experience in the IT industry is required for this role.
TYPE: Permanent, full-time
WORKING HOURS: Monday to Friday 9:00-17:00
SALARY: €60-85K, depending on experience
START: ASAP
LOCATION: Near Brussels, Belgium (Hybrid working available)
VISA: The company can provide visa support for the right candidate
IT Operations Service Delivery Manager Main Responsibilities:
•Lead and support Major Incident Management and Crisis Management to ensure quick restoration of business services
•Own and ensure ITIL service operations processes are implemented and operating properly
•Meet with third party vendors for contract discussion specifically for SLAs, KPIs & OLAs
•Establish new Key Performance Indicators, supporting the Customer Experience. Ensure agreement on KPIs with all involved parties as clear and agreed criteria for service performance and quality maintenance
•Be part of major deliveries to ensure quality in process deployment to production environment with minimal defects and impact to end user
•Ensure Service Restoration, Clearance of Residual Impacts and Root Cause Analysis actions through the Resolver groups, including but not limited to Application, Infrastructure, Network teams and Third Parties
•Run daily calls involving all critical Applications, Infrastructure, Network and Security teams
•Guide SOC, Operations, and Infrastructure and Network teams on support processes, to ensure they follow the Incident, Problem and Change Management Process using relevant ITSM tools
•Guide SOC in converting Events to Incidents based on their impact
•Identify improvements across Applications, Infrastructure and Network teams, and drive those as part of CSIP
•Establish Business Continuity Planning for the SDM function, to always ensure a high standard of availability and quality management
•Proactively document all information, processes, and procedures, and ensure regular maintenance and document management, to achieve a Centre of Service Excellence as an integral responsibility as service provider to the customer
IT Operations Service Delivery Manager Ideal Candidate:
•Minimum 3 year of experience in IT
•Experience as an Incident Manager
•Experience in network management / service management
•Certification ITIL
•Experience in leading and facilitating meetings
•Business fluency in English and Japanese
•Demonstrated leadership, ethics, and sound judgement, both independently and as part of a team
•“Bad news first and fast” mindset
•Logical and excellent communication skills
•Strong ability in information research and •Thrives in problem solving, with fact-based (quantitative where applicable) analytical mindset
•Ability of documenting and presenting (both mandatory) process flows and standards or