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For our client we are looking for a Service Coordinator Networking.

Global Information Services (GIS) has a worldwide responsibility for all IT processes, solutions and services.

Within GIS-IDS the HeiNET department is responsible for the Global WAN connectivity. The WAN connectivity Services are outsourced to a Global WAN provider. The HeiNET team consists of a Service Manager, reporting to the IDS Director, and 4 Service Coordinators.

Situation: The Operational Service Delivery to all Operating Companies (in >60 countries) is based on ITIL processes. A key process is Change Management.
An element of Change Management is taking care of what is called ‘Organic Growth’. This refers to new WAN connections to new or moved Heineken locations but also to e.g. Capacity upgrades of WAN connections.
This process requires dedicated attention as the performance is not aligned with the expected/perceived performance.

Stakeholder Engagement/Management

• Global Service Management (HeiNET team)
  
• Regional Infrastructure Managers (4)
  
• Operating Company IT department (>60 countries)
  
• Global WAN Service Provider
  
• Network-department

Project: Service Improvement project

Description of activities:

The Service Delivery Manager / Service Coordinator will:

• Chasing outstanding requests
  
• Manage escalations
  
• Review reporting
  
• Review performance against SLA’s
  
• Improve related processes

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