IT Operations & Service Delivery Manager

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ECO3 is a leading global supplier of prepress systems to the printing industry. Commercial, newspaper and packaging printers rely on us for the most extensive range of integrated solutions, from printing plates and computer-to-plate systems over workflow and print management software to pressroom chemicals. Our solutions are designed to deliver higher productivity, lower costs and greener outcomes at every stage of the print process.

We are a company with a positive mindset and a ’can do’ attitude, continuously striving for excellence. ECO3 is headquartered in Belgium with production centers in Germany, Brazil and China. We are commercially active worldwide through sales organizations and dealers in more than 30 countries.

You print. We care.

Currently we are looking for anIT Operations & Service Delivery Manager.

As IT Operations & Service Delivery Manager you are responsible for the stable, secure and efficient running of our IT operations. You work very closely with our external service providers, manage their performance against SLA’s and drive continuous improvements. You also review existing processes and implement new ones.

Your key responsibilities involve:

Vendor Management:

• Serve as the primary point of contact, and challenger, for outsourced IT service providers, ensuring service levels meet contractual agreements.
• Regularly review and report on vendor performance against KPIs and SLAs.
• Enable collaboration between the internal IT team and the external providers, aligning external services with internal procedures & policies.
• Negotiate contracts, renewals, and SLA terms to enable continuous improvements in our services towards our business stakeholders.
• License management & optimization, in close collaboration with the Procurement Team

Performance Monitoring:

• Take accountability for the efficient, reliable, and secure running of our systems.
• Put in place the tools and processes to monitor IT infrastructure and application performance.
• Implement processes and tools to track performance metrics, SLAs, and KPIs, reporting regularly to executive leadership.
• Identify and escalate service delivery issues, working with service providers to implement corrective actions and prevent recurrence.

Coordination of IT Operations:

• Manage the processes & procedures ensuring a close cooperation between all IT stakeholders, internal and external, onsite and remote.
• Continuous improvement of the incident & problem management, as well as the standard service request and change management, implementation of best practices
• Alignment with IT and business stakeholders in case of high severity issues • Work with the Head of Information Security on the integration of SecOps in the overall processes. Put in place disaster recovery policies.

Leadership:

• Management of a small team of internal colleagues in different locations, both on a corporate and on a regional level.
• Take responsibility over the IT operations budget, optimize the usage of existing contracts and participate in the negotiation of new ones. Identify opportunities for cost optimization.
• Work with the leadership team to define, and execute, an IT Operations Roadmap

Your profile:

• You have a master’s degree, preferably in IT, business administration or commercial engineering or equivalent experience.
• You have proven experience with managing overarching IT Service contracts; with a strong knowledge of SLA & service provider management
• You have previous experience managing teams in multiple locations, both in direct and in dotted reporting lines
• ITIL, PMP or other certifications are a plus
• You can prove a minimum of 5 years’ experience in IT Operations Management
• You have experience with business relationship management in an enterprise environment
• You can work independently and can plan and manage your work within a “multi-tasking” environment.
• You aim for a high level of quality (First time right).
• You are highly motivated and eager to learn new skills.
• You are fluent in English, both in writing and orally. Dutch is an asset.