IT Operations Quality Manager

  • You will be part of our client’s operations department, your main objective will be to strengthen the Center of Excellence;
  • You will structurally increase and perpetuate the quality of the services and processes within Operations;
  • You will provide support to the Team Leads and Process Owners involved;
  • You will actively contribute to an efficient and process-driven Operations department where the service provision meets the expectations of the management, and where the customer holds a central position;
  • In close cooperation with the Service Manager Internal Services and with the Operations Manager and Team leads, you will proactively identify issues and points for improvement within the Operations department, you will draw up and follow up an improvement plan in which actions are defined to implement the points for improvement, and you will validate the proposed improvement plan with all stakeholders;
  • You will take end-to-end responsibility- in close collaboration with Service Management and with Support Teams – for conducting intake meetings, and  monitoring the qualitative implementation of this process and its deliverables
  • You will provide support in process implementation or process improvement;
  • You will actively contribute to the implementation and improvement of Service Level Management, Service Catalogue Management and Knowledge Management;
  • You will take on the role of Process owner for Service Level Management, Service Catalogue Management and/or Knowledge Management;
  • You will be the representative of the process and you will take on end-to-end responsibility for the process design, role descriptions, process measurement, process validation and process improvements in the role of Process Owner.
  • You have a Bachelor's degree or you are equivalent through relevant professional experience;
  • You have at least 7 years of experience in a similar position;
  • You have good knowledge of ITIL / IT4IT, Continuous Improvements and Service improvements, and Service & Support Intake;
  • You have knowledge of ServiceNow;
  • You are customer-oriented, problem-solving thinking and acting;
  • You have highly developed communication and negotiation skills, you are a born bridge builder;
  • You are fluent in Dutch or French, and you’re fluent in English. You have at least upper basic active knowledge of both Dutch and French.
  • A challenging job in a fast growing and dynamic IT organization;
  • An employer with a clear social benefit and a well-defined strategy;
  • An intellectual challenge, including the possibility to follow relevant training courses, both internally and externally;
  • A competitive salary package included several fringe benefits such as a company car, group- & health insurance, etc.;
  • Very interesting financial compensation if you are not interested to drive a company car, as part of our client’s policy;
  • A healthy work-life balance with at least 1 day of telework/week