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Rol: Senior Service Improvement Manager
Locatie: Eindhoven
Tarief: Marktconform
FTE: 50%
Start: zsm
Duur: 3 maanden met optie op verlenging
Deadline: 26-2-2016 12:00

Solution Governance
• Work closely with the customer and internal organisation to ensure that the agreed Service Improvement Management Framework is implementable and remains fit for purpose at all times
• Define, design, and implement a Service Improvement Management Framework to enable the consistent measurement of service, process and team effectiveness
• Create and report on improvement metrics for service delivery to identify areas requiring improvement
• Monitor practices and processes to guide the implementation of compliance and improvement strategies
• Utilise available information, metrics and evaluations to develop recommendations for change
• Provide input on internal processes to assist with service improvement initiatives
• Assess work outcomes and identify and share learnings to inform future actions
• Identify and implement safe work practices, taking a systematic risk management approach to ensure health and safety of self and others
• Conduct and report on quality control audits
• Identify risks to successful achievement of goals, and take appropriate steps to mitigate those risks

Consultancy & Best Practice
• Provide consultancy support to both customer and internal
• Promote a culture of quality customer service in the organisation
• Initiate and develop partnerships with customers to define and evaluate service performance outcomes
• Liaise with senior stakeholders on key issues and provide expert and influential advice
• Identify and incorporate the interests and needs of customers in process design
• Ensure that the organisation’s systems, processes, policies and projects respond to customer needs
• Regularly review and propose improvements to operational processes & procedures
• Develop best practice material for regular dissemination within the customer
• Influence others with a fair and considered approach and present persuasive counter-arguments
• Work towards mutually beneficial win/win outcomes
• Show sensitivity and understanding in resolving acute and complex conflicts
• Identify key stakeholders and gain their support in advance
• Establish a clear negotiation position based on research, a firm grasp of key issues, likely arguments, points of difference and areas for compromise
• Pre-empt and minimise conflict within the organisation and with the customer

Operational Support
• Provide support and consultancy services as needed in response to operational incidents
• Actively drive service delivery improvements

Qualifications/experience
• 10+ years’ in depth experience working in an IT infrastructure; five of which should have been at a Senior level
• Recent exposure to IT infrastructure services within the R&D and/or Manufacturing Services industry
• Experience of working within a large Global organisation within a multi-national company
• Preferred experience of working within a co-sourcing service delivery model

knowledge
• University degree in Computer Science or equivalent experience, developed over an extended period
• Exceptional influencing skills
• Persuasive presentation skills
• Supplier Management skills (ITIL Certification is a plus)
• Fully proficient in English, both oral and written…

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