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IT Service Delivery Manager

Job Summary

The Trimble Transport and Logistics business unit, of which the operational and development teams are located in Ieper and Leuven, is looking for a IT Service Delivery Manager to join our team in Leuven, Belgium.

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. The IT Service Delivery Manager will report directly to the IT Director.

Measures of success

Service Management (Problem, Service Delivery, Business Relationship Manager/SLA)

  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed 
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes 
  • Develop a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed 
  • Ensure that training services are in place to educate staff on how to use meetings and collaboration technology effectively 
  • Service Catalogue Manager; assure proper priority, escalations, methods and components are included, RACI based
  • Service Board Owner (process, improvements tools linkage)
  • SLA/postmortem/communication

Release Manager

  • Supervise CAB and lead it
  • Work on assurance that patch and delivery are in time

Performance & Quality

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Alongside with IT Director Be an ambassador for IT

Skills & Experience Required

  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Expert knowledge of ITIL disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Fluent in English
  • ITIL certification

About Trimble Transport & Logistics

We are a division of Trimble, whose positioning solutions are used in over 100 countries and in diverse lines of business, ranging from Agriculture, Construction and Surveying to Fleet Management, Public Safety and Consumer Applications. At Trimble, employee satisfaction goes hand in hand with customer satisfaction. Our goal is to build strong relationships that create a robust company and a profitable future. Position yourself with an innovative leader and position yourself for success!

Trimble Transport & Logistics is the leading provider of advanced transport management solutions that maximize productivity and enhance profitability for our customers. We are an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best.

Interested?

If you think you have what it takes, please send your application to Evy_Geysen@Trimble.com