Service Manager

In order to be accepted, the proposed application must fully meet the following minimum requirements:

1. The applicant must have the minimum skills and experience required (roles/skills/languages) ;

2. The NDA (Non-Disclosure Agreement) annexed to this application must be completed and signed by the applicant him/herself. 

Mission: Senior Service Manager

Start: 11/03/2024

End: 31/12/2024

Full Time

As a division of Fednot, the service unit ICT develops state of the art solutions to help the notaries in their daily activities. We build solutions, platforms and e-portals, to help the notaries and their employees serve the citizen and to simplify interactions between notaries, their clients and public services. The automation and administrative simplification of the notaries’ workflow is key to succeeding in this endeavor. What makes us unique are the notaries’ profession and its legal context that make for constant and complex challenges we face every day. And aspects of data privacy, information integrity and security, make it even more challenging. Do you have a passion for what you do, do you go for commitment, think and act in a flexible way, and want to contribute to the success of our organization? Then this could be your next step. 

Senior Service Manager

As an experienced Service Manager, you will play a crucial role in ensuring the successful delivery of our services to clients while maintaining high levels of customer satisfaction.

Are you committed to delivering exceptional service and value to our clients?

We are seeking a dynamic and results-driven Service Manager to join our team and lead our service  management efforts.

Key Responsibilities:

1. Quality Assurance:
   • Defines, negotiates and gets agreement on IT service levels (SLs) and related key performance indicators by consolidating information from architecture and product teams.
   • Ensures the business relevancy of the SLs is regularly assessed and suggests improvement or adjustments to the SLAs and OLAs where and when needed, following the contract management process in place.
   • Oversee the delivery of high-quality services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
   • Implement and maintain quality assurance processes to ensure service excellence.
   • Conduct regular assessments to identify areas for improvement and implement corrective actions.

2. Documentation and Reporting:
   • Ensures the following ITIL processes are followed throughout the organization : Problem management, Event management, IT Change management (including ORA checklist template), Service Catalogue management, Service Request fulfillment, Incident management, Asset Management
   • Proposes KPI’s relevant to Fednot’s goals, and reports on said KPI’s.
   • Maintain accurate and up-to-date process documentation.

3. Service Management:
   • Lead the team to define and provide a framework to structure IT-related activities and the interactions of IT technical staff with customers and clients, including Service Levels management.
   • Oversee the successful execution of implementation increment, ensuring they are delivered on time and within budget.
   • Coordinate resources, both internal and external, to meet project requirements.
   • Develop and maintain improvment plans, tracking milestones and deliverables.

4. Team Collaboration:
   • Collaborate with cross-functional teams, including development, support, legal and MarCom, to ensure seamless service delivery.
   • Foster a collaborative and positive working environment to maximize team productivity.

5. Client and People Relationship Management:
   • Develop and implement service strategies to enhance customer satisfaction and loyalty.
   • Lead and inspire a team of service professionals, providing guidance, support, and coaching to maximize performance.
   • Build, maintain and cultivate strong relationships with clients and serving as a trusted advisor and advocate for their needs and expectations.
   • Serve as the main point of contact for client inquiries, issues, and escalations.
   • Conduct regular meetings with clients to review project progress and address any concerns.

Requirements:

• Bachelor’s degree in Business Administration, IT, or related field; Master’sdegree preferred.
• Minimum of 5 years of experience in service management or a related role, with demonstrated success in driving customer-centric initiatives.
• Strong project management skills with a track record of successful service delivery.
• Proven leadership abilities, with the ability to motivate and empower teams to achieve results.
• Relevant certifications (e.g., ITIL, PMP) preferred.
• Passion for delivering exceptional service and creating positive customer experiences.
• Strong communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
• Ability to work independently and collaboratively in a fast-paced environment.
• Languages: Bilingual French – Dutch and an excellent knowledge inEnglish
• Proficient in project management tools and software.

We offer…

Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector.

Where are you going to work?

Brussels at Fednot premises ( fixed working days: 2d/week on Monday and Thursday) and Homeworking (3d/week)

Timing

• Start date: 11/03/2024
• End date: 31/12/2024
• Interview process: 2 rounds
  • 1st round of 1 hour with HR (via Teams) – Please note that only the presence of the candidate is accepted
  • 2nd round of 1 hour for a more technical interview with the N+1 and the CIO (N+2) (interview onsite) –Please note that only the presence of the candidate is accepted

ProUnity is the single point of contact for this assignment.

If you have any questions, you may contact Charlotte Dejonckheere, Client Satisfaction Manager, per emailcharlotte.dejonckheere@pro-unity.com.