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Head of Service Management

Date: Nov 22, 2021

Location: Mortsel, BE

Company: AGFA

Mission 

 

The Head of Service Management partners with the Chief Digital Information Officer and holds the accountability over the delivery of ICS services to the business: 

  1. Ensures the delivery of ICS services in accordance to the defined SLA’s and initiates corrective actions & commercial consequences (bonuses and penalties) with vendor management 
  2. Coaches service managers in a highly outsourced environment, ensuring delivery of high-quality ICS services (e.g., End-User Computing) according to the defined SLA's 
  3. Manages and monitors the operational end-to-end services for all schedules of the ESP contract, directs and coordinates maintenance and support tasks on the IT-Landscape. 
  4. Approves defined SOWs by the service managers 

 

 

Function 

 

IT service operations management 

  • Is accountable & responsible for overall Service Management budget to deliver human and technology services in accordance with set financial targets 
  • Is accountable for the delivery quality delivery of ICS services, which includes release management/CAB, IT applications, BIA & integration operations, helpdesk & workplace services, hosting, cloud, and network, in accordance with SLA’s 
  • Ensures SLA’s are kept up-to-date with business needs, communicated and agreed with the ESP 
  • Takes corrective actions with the ESP when SLA’s are not met, involving the vendor management as needed. Similarly, in case SLA’s are exceeded, informs vendor management to award bonuses 
  • Ensures SLA’s are kept in sync with the business requirements and the sourcing strategy 
  • Develops and maintains service delivery plans (budget, processes, tools, staffing, charging mech., etc) 
  • Reviews and approves behaviours, structures, systems, and competencies (ESP & internal) to run Services Management as an effective, valued partner of the business 
  • Collaborates with the vendor managers to facilitate effective issue resolution with ESPs.  
  • Approves delivered work from ESPs 

 

Strategy 

  • Articulates the IT service management vision and strategy and ensures alignment with the overall ICS & business strategy.  
  • Participates in IT strategy planning activities, bringing knowledge on current operations, a vision on operations in the future and best practices of application maintenance and support and sourcing, as related to the needs of the business. 

 

Team management 

Provides leadership and support to service managers on:

  • Monitoring, reporting, analyzing and escalating on service alignment with agreed-on SOWs. 
  • Implementation of SOWs and R&Rs across the sourcing management organization and the ESP 
  • Process adoption and training.  
  • Operational performance review together with ESPs. 

 

Demand management 

  • Captures business needs while establishing relationships with employees and key internal and external stakeholders 
  • Plans and initiates changes to the existing service portfolio based on changing business requirements.  
  • Aligns service capacity to business demands (including customer satisfaction to the agreed-on goal) 

 

 

Performance management and process implementation 

  • Establishes individual and organizational objectives that are aligned with business goals. Oversees the documentation and presentation of performance assessments (ESP and internal) 
  • Selects tools to implement service delivery performance measurements as required by performance mgmt.. 
  • Selects tools to implement metrics required by relationship mgmt. to evaluate the supplier’s performance and other service delivery function 

 

 

Profile 

 

  • Master’s degree, ideally in IT related domain or equal by experience. 
  • 15+ years of IT and business /industry work experience, with proven experience in managing medium to large IT service organizations 
  • 5+ years of experience in being a service manager, ideally across multiple domains (EUC, applications, …) 
  • Strong understanding in existing systems and technology. 
  • Strong understanding in business practices/business organisation (approaches, culture)  
  • Proven leadership skills, you are capable of inspiring stakeholders and building trust  
  • Focus on results and can adapt yourself in a strong changing environment. 
  • Good communication skills and are fluent in Dutch and English 

 

 


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