permanent
Service/Project Manager Reference number: 334
Published: 11-06-2018, 11:13
Region: Zaventem
Sector: IT
Education: bachelor
Work experience: + 5 jaar
Job description
You will work as part of the Professional Services team which is based at Zaventem and will be responsible of the management and coordination of customer’s projects that involve different technologies in the IT infrastructure: Security, Networking and Data Center. You will also be responsible for managing and monitoring customer’s services contracts. Our customers are mainly based in Belgium but occasional travels abroad could be required depending on the ongoing projects.
What you’ll do
  • Manage complex and large Managed Service and support contracts
  • Analyzes the business, organization and systems of the customer to assist in the preparation, presentation and delivery of service proposals based on our Systems portfolio. Is seen by the customer as a trusted advisor
  • Allows a service strategy for the customer, with specific improvement initiatives and action plans, set it to customers as well as to internal management. Implements the plan
  • Translate the contracts in the Service Delivery Plan
  • Budget management of the contract portfolio through monthly monitoring of the revenue / performance
  • Ensures that the customer expectations are in line with the contractual terms and vice versa
  • Meeting regularly with the customer
  • Provide help and advice to customers using our products and services
  • Satisfy the customer’s requirements and develop our services offering
  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by Service Desk
  • Handling customer complaints or any major incidents
  • Proposing compensation to customers
  • Analyzing statistics or other data to determine the level of customer service we are providing
  • Producing reports about the provided services
  • Developing escalation or complaints procedures for customers to use
  • Monitors the CMDB entries and documentation at all times be complete and accurate
  • Meeting with other departments to discuss possible improvements to customer service
  • Propose changes to improve the operations at the customers together with the Account Manager
  • Establish and manage the Project Implementation Plan and the associated budgets
  • Manage the project team members ( Technicians, Consultants and Specialists ) and work closely with the customer
  • Single point of contact between our company and the customer during all the phases of the project as well as between our company and the subcontractors involved in the project
  • Centralize and disseminate all relevant information about the project
  • Provide regular reporting to the customer and management regarding the progress of the project
  • Ensure the quality of the "deliverables", the services and the respect of the planning
  • Responsible for the financial results of the project
  • You report potential blockages and workarounds, as well as changes to the project steering committee
Profile
  • You are able to adapt, you enjoy working as part of a team and you have obvious relational skills
  • You have excellent analytical and editorial skills and the ability to assess a situation
  • You are proactive, independent, accurate and aware of the importance of deadlines
  • You have good verbal and written communications skills in Dutch, French and English
  • You are able to constantly improve your knowledge to meet the industry requirements
  • You have good time management skills
  • You can adapt to different interlocutors within and outside our company
  • You can convince a customer of a particular vision or a concept
  • You can deal with strict and often tight deadlines
  • You have recognized professional qualifications and certifications ( ITIL, Prince2, … )
Required Skills
  • You have a proven experience of at least 6 years in Project Management / Service Management of IT Infrastructure solutions
  • You have a proven project approach and a sense of organization.
  • You systematically analyze the problematic situations. You are in charge of the scrupulous follow-up of the tasks of the project and its process. You are dynamic, flexible and creative in project management.
  • You have a good knowledge of Project / Service Management tools
Interested? Send us your resumé
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