Service Level Manager.

Define Service Level Agreements (SLA’s) & Monitor performance:

• Align service providers with customer expectations
• Track service performance metrics against SLAs and key performance indicators (KPIs)

Change Management (CAB):

• Assess the impact of service changes and manage CAB processes

Modern Workspace Management:

• Oversee and optimize modern workspace solutions to enhance employee productivity and collaboration

Vulnerability & Patch Management:

• Manage and oversee vulnerability assessments and ensure timely patching of systems

Problem Management & RCA Report Creation:

• Lead problem management efforts and create root cause analysis (RCA) reports for service disruptions

OS Life-Cycle Management:

• Manage the life-cycle of operating systems, ensuring compliance with upgrade and support policies

ITIL Implementation:

• Lead the implementation of ITIL frameworks to improve service management processes and ensure best practices

People Management

• Fostering a collaborative and high-performance work environment

Hard Skills

• Extensive experience with operating systems
• IT Service Management (ITSM) and ticketing systems
• Good knowledge of networks
• Knowledge of secure IT practices
• Strong knowledge of Office 365 applications
• Strong background in scripting languages (e.g. Powershell)
• Strong knowledge and experience with the ITIL Framework
• Documentation

Soft skills

• Problem-solving skills
• Customer Focus
• Communication Skills: Professional proficiency in Dutch & English; French is a plus
• Strong curiosity

• Permanent contract of indefinite duration & full-time job
• Fringe benefits: company car or federal mobility budget, net expense reimbursement, daily net allowance, internet & mobile phone subscription, 13th month, ecocheques, hospitalization insurance, group insurance
• Holidays: 20 statutory holidays + 6 ADV
• 2 days homeworking