Service Delivery Coordinator (Secret Level/EU Security Clearance)
Serco Group Plc
Mons, Belgium
11 dagen geleden

For one of our prestigious customer we are looking for : Service Delivery Coordinator

  • Under the supervision of the Service Integration Manager, creating solutions that are used by Service Owners for process improvements in handling reoccurring problems-
  • Ensuring Root Cause Analysis and process standardization across SLAs by preparing and assigning incident reports, CRITICAL / HIGH tickets occurring within a 3 months historic window period-

  • Checking, assessing and mitigating the risks associated to Service Improvement Plans implementation, under the direction of the Service Integration Manager;
  • Proposing Service Delivery Defect Prevention Projects in line with the Continual Service Improvement strategy, as a result of compiled continuous Service Improvement Plans-
  • Checking, assessing and mitigating the risks associated to Service Improvement Plans implementation, under the direction of the Service Integration Manager-

    Contributing to the NCI Agency interface to its users for SLA performance display / navigation / interaction via WEB pages-

    Under the supervision of the Service Integration Manager, creating solutions that are used by Service Owners for process improvements in handling reoccurring problems-

    Ensuring regular scorecards, RCAs and KPIs are completed correctly and accurately Context : Within the Service Integration Management Branch, receiving business direction from the Service Integration Managers, the Service Integration Assistant provides support to all the activities of the Branch.

    He / she will support the Problem Management process by monitoring and tracking the corresponding tickets progressing in their completion.

    The Service Integration Assistant analyses the assigned metrics / KPIs and other service delivery performance indicators on a-

    per-SLA basis, to drive quality improvements in IT Service Delivery. The role shall apply defect prevention methodologies across SLAs through the application of root cause analysis (RCA) and other technical methods in collaboration with the SMEs, technical SMEs and other members of the team.

    In addition, the Service Integration Assistant reviews solutions to ensure full root cause is identified and the solutions are scalable across SLAs, through implementation of Service Improvement Plans, previously authorised by the Service Integration Manager.

    Requirements : - Vocational training at higher level in a relevant discipline, or equivalent combination of qualifications and experience-

    Knowledge of IT Service Management- Working experience in IT Service Delivery- Working experience in Root Cause Analysis preparation-

    Relevant skillset and knowledge of customer environment- Experience in the following Microsoft tools : MS Excel, MS Power Point, MS Outlook, MS Word and MS SharePoint (advanced level)-

    Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills-

    Advanced organizational skills and analytical approach to problem solving- Knowledge of Customer responsibilities and organization, including ACO and ACT will be an asset-

    The incumbent should possess the personal qualities of tact, judgement and adaptability as well as good political awareness and motivational and listening skills.

    In addition, a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, both civilian and military, from Customer and the Customer nations, as well as with staff from private scientific / industrial organizations is needed.

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