Service Management coordinator

For our important client operating in the IT field, for a project for a major EU police organization, we are looking for a senior candidate for the position of Service Management coordinator.

ABOUT POSITION:

• Manage and organise demand and agree SLAs;
• Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT;
• Monitor and coordinate Incident & Problem handling within ICT Operations;
• Deliver communication and coordination procedures for major incident handling;
• Initiate root cause analysis and resolution;
• Maintain internal ICT lines of communication and document business expectations;
• Identify areas for improvement and facilitate efficient handling of Incidents and Problems;
• Perform any other tasks in the area of competence as assigned by the line management;
• Identify, design and deliver reporting. Will include analysis of data, advising on follow up actions and tracking of improvement plans;
• Deliver and contribute to Continuous Service Improvement plans in the ICT business area working practices;
• Contribute to Configuration Management process implementation & improvements by developing and embedding into the operations process for IT software assets and corresponding documentation;
• Contribute to product management of ICT Service Management tooling;
• Contribute to ICT services improvements initiatives, in particular to configuration management and monitoring activities.

REQUIREMENTS:

• Knowledge of ITIL Service Management to at least foundation level, and preferably practitioner level for Incident or Problem Management or ITIL Service Operation;
• Experience in Incident or Problem Management;
• Experience in technical or process document writing;
• Knowledge of Continuous Service Improvement Planning or Service Transition coordination;
• Experience in Stakeholder Engagement or Business Relationship Management;
• Experience in Change Management;
• Experience in Configuration Management or ICT Service Design;
• Experience in and knowledge of Service Level Management or Service Level Reporting.

WHAT CAN YOU EXPECT AND WHY COOPERATE WITH INTEGRA?

• The stability and background of a large company, the negotiating power and business cooperation of a strong concern, as well as the flexibility of a smaller unit with independent management.;
• A wide range of benefits and type of cooperation on which we will agree.;
• Personal development and language education.;
• Corporate sports and social events.