Senior Service Delivery Specialist - Onsite in Strasbourg

<p>• Coordination of the day-to-day delivery of all live service elements in accordance with agreed SLAs and contractual requirements;</p><p>• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as</p><p>possible, whilst maintaining quality and minimising risk;</p><p>• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs);</p><p>• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting;</p><p>• Ensuring quality is maintained throughout the service delivery process;</p><p>• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered;</p><p>• Assist in supporting models and managing transition of projects and new services into the business-as-usual model;</p><p>• Assist in coordinating Problem and Release Management activities to ensure effective service management;</p><p>• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks;</p><p>• Ensure quality of Known Error records and the Knowledge Database;</p><p>• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier</p><p>• Management when necessary;</p><p>• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;</p><p>• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met;</p><p>• Take escalations from Problem Coordinator and handles them accordingly.</p> <h3>Requirements</h3> <p>Education Requirements </p><p>• Minimum 4 years of relevant education (master or equivalent) after the secondary school.</p><p>Minimum Experience Requirements</p><p>• Minimum 4 years of professional experience in the domain, of which</p><p>• Minimum 2 years of Change/Incident/Problem Management or Project Management experience.</p><p>Qualifications, Knowledge and Skills</p><p>• ITIL/ITIL V3 Foundation Certification;</p><p>• People-management skills, coupled with strong communication skills;</p><p>• Good planning skills that go along with proper time management;</p><p>• Problem-solving skills;<br/>• Proven communication skills with multiple levels of an organization, including interaction with senior management;<br/>• Strong influencing and relationship management skills;<br/>• Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities;<br/>• Self-driven and resourceful to achieve goals autonomously as well as work well in group;<br/>• Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio.</p>