Service Level Manager

Our client is actively looking for a Service Delivery Agent to join the GFM Service Delivery Center Team. The objective of this team is to supply (2nd line) Support Delivery services for a series of critical core-applications for Gas Flow Management. These applications are all in-house built and are used by our client as well as by other client's affiliates.
Service Delivery: In an operational way, the candidate actively contributes, as member of Service Delivery Centre to the ITIL processes that are in place, namely (non-exhaustive list):
  • Incident management
  • Event management
  • Problem management
  • Release management
  • Change management
  • Knowledge management
  • Capacity management
  • Availability management
He/she supports the Business Partners teams by providing them with reports on the functioning and effectiveness of support services (KPIs)
The Service Delivery Team utilizes ITIL methodology whose processes are defined and described.
The candidate will be involved in all aspects of the services, including root cause finding and incident resolution of known
incident or problem following instructions described in a knowledge base of which he/she will be responsible.
The candidate must show relevant experience in the area of transversal business support between the service desk and 3rd line analysts on tailor-made business applications.

In the GFM ICT area, the Service Delivery Agent will be responsible for the scope of the in-house developed GSmart application suite:
  • Maintain high-performance service support
  • Own incident, request, problem and event processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required: For this, the candidate will ensure the E2E management of requests, incidents and problems as well as backlogs (incl team mailbox)
  • As owner of the incident process, he/she will take ownership of major GSmart incidents (BINC) to ensure coordination of resolving parties, effective communication to stakeholders and post incident review (reporting)
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • That the knowledge base is up to date with all the procedures for:
  1. resolving incidents
  2. responding to nonstandard requests.
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • As owner of the quality of information in tickets and dashboards and as part of continuous improvement, he/she will make concrete proposals for improvement on process and/or supporting tools.
  • Provide regular and accurate management reporting and dashboarding on ICT Service performance to GFM service manager and ICT Business Partners
  • Effectively ensure the training, sharing and transfer of knowledge as well as the coaching of the colleagues of its service
Technical Skills
  • Able to demonstrate the ability to undertake the above responsibilities
  • Experience in the area of energy transport is a plus
  • ITIL Qualified is a plus
  • Experience in managing 3rd parties and 3rd line services delivered by internal development teams
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

Communication Skills
  • Excellent written and verbal communication skills in English and at least one of French and/or Dutch (both are a plus)
  • Ability to communicate with business analysts to understand the root cause of a problem
  • Ability to bring all stakeholders around the table to define action plans in case of recurrent incident
  • Ability to organize and take the lead in case of crisis (BINC – Major Incident)

Personal Skills
  • Excellent collaboration skills
  • Eager to learn (the client provides support via a training route on its software suite and supported processes)
  • Strong team spirit
  • A passion for Service Improvement & Customer satisfaction
  • Willingness to support, coach and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Excellent organizational skills
  • Self-motivation and being able to take responsibility
  • Able to manage and prioritize tasks and time efficiently



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Job specifications

23/03/2023 - 22/03/2024
Yves De Vocht