TRR have been tasked to identify and experienced Service Delivery Manager who worked in the public sector previously.
The Service Manager is responsible for the operational management of the clients related services. He/she ensures the quality, continuity and improvement of the services provided to users, in coordination with the internal ICT teams, project teams and suppliers.
Key Responsibilities
- Ensure the operational management of services (support, incidents, user requests)
- Implement and manage ITIL processes (Incident, Problem, Change, Request Management)
- Coordinate the Service Desk and ticket follow-up (L1 / L2 / L3)
- Track and prioritize incidents (bugs) and upgrade requests
- Ensure change management and validation
- Set up and track SLAs/KPIs and produce regular reporting
- Serve as an operational point of contact between business, ICT and suppliers
- Contribute to the continuous improvement of services and processes
- Ensure documentation (runbooks, procedures, workflows)
Desired profile
- Experience (1–4 years) in ICT, application support or service management
- Basic knowledge of ITIL best practices
- Good analytical, organizational and communication skills
- Ability to work in a complex and multi-stakeholder environment
- Autonomy and structured mind
Advantage
- ITIL Certification (or equivalent)
- Experience in the public sector or justice
Please get in touch for an immediate start.
