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IT Operations and Service Manager

Posted on Jan 3, 2020 by Base 3

Brussel, Belgium
Immediate Start
Annual Salary

IT Operations and Service Manager

The GDC communications services tribe is looking for an Operations and Service Manager to monitor the Service Level and organise the Operational support of the DevOps and Agile delivery teams of the tribe.

Responsibilities of the Service Manager include:

  • Lead and develops service level management processes and services independently, the interaction with other ITIL processes as change, problem, incident, configuration management and financial management and the integration of them in the tribe's DevOps processes.
  • Develop the application support processes and organise the application support roles that are instrumental for a 24/7 service delivery.


  • Responsible for the development of the Service Level Management processes which includes the processes, tools and data quality in line with requirements of customers and stakeholders.
  • Responsible for the development of the monitoring process for the applications of the tribe in collaboration with the production monitoring and control team, covering both the pro-active application health and the re-active incident monitoring.
  • Responsible for the development of the performance monitoring for the applications of the tribe in collaboration with the capacity management team.
  • Responsible for the management, monitoring, and improvement of the 2nd line application support process for the tribe.
  • Designs the monitoring and reporting processes on the Service Level performance.
  • Assesses reports on the service level management process performance.
  • Promotes best practices and the application of these.
  • Regularly reviews control processes and procedures to streamline and facilitate overall improvement of the IT service delivery.
  • Manages the relationship with the stakeholders of other processes. Collects and satisfies their needs or requirements by process optimization or developments.
  • Cooperates with the DevOps and technology teams by providing guidance in the improvement of the interaction between processes.
  • Recognized as process expert within the tribe.


  • 5+ years of professional experience working in service management and/or operations. management/coordination or similar relevant degree of ITIL process experience.
  • professional experience working in a distributed environment.
  • acquired a thorough understanding of ITIL processes and IT services, including its contractual commitments, its cost elements.
  • experience of working with various types of monitoring tools, its implementation and configuration
  • focus on execution in the domain while looking for step improvements to defined processes and methods.
  • drive for continuous improvement.
  • excellent coordination and collaboration skills.
  • excellent communication skills (verbal, written, active listening) across a wide variety of stakeholders, from technology teams to business teams.
  • very good analysis & investigation skills.
  • ability to collect and assess various data and information elements and use a risk based approach to communicate on the essentials.
  • ability to operate in a changing environment and to participate to the change.
  • interest in and supporting DevOps practices and methods.

Reference: 821802040

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