IT Service Delivery Coordinator
On-site · Brussels, Brussels Capital, Belgium
Job Summary
Coordinate day-to-day delivery of live service elements to meet SLAs and contractual requirements; contribute to incident management and coordinate direct/indirect reports to investigate and rectify issues swiftly; build and maintain relationships with operational peers to ensure service lines comply with SLAs; gather and report detailed performance data to drive improvements; assist in transitioning projects and new services into the business-as-usual model; coordinate Problem and Release Management activities; coordinate problem resolution with internal teams, vendors, suppliers, and customers; ensure quality of Known Error records and Knowledge Database; coordinate with contract managers to ensure timely problem resolution and contractual fulfilment; conduct Post Resolution Review of critical problems with the Service Delivery Manager; ensure KPI reporting targets are met.
Required Qualifications
- A Master's degree in a relevant field with minimum 4 years of professional experience in the domain, of which at least 2 years of Change/Incident/Problem Management or Project Management experience
- Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio
- Good planning skills that go along with proper time management
- Problem-solving skills and proven communication skills with multiple levels of an organization, including interaction with senior management
- Strong influencing and relationship management skills
- Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- ITIL/ITIL V3 Foundation Certification is required
- Good command of spoken and written English (B2)
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