Service Level Manager Network Business Unit/Network IT/Network Design and Documentation

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

The Network Design and Documentation (NDD) department is responsible for the development and operational support of the Proximus Copper & Fiber cable documentation.

We provide an efficient, effective, and reliable technical service environment to the Proximus Group with:

• the development, management and control of technical platforms and service solutions
• the continuous improvement and optimization of NDD operational support systems at the right cost with the right quality,
• the continuous synchronization and collection of our business partners needs to provide optimal services.

In order to stay focused on our support tasks, we are looking for a Service Level Manager with operational analysis skills.

Job content

• You will be responsible of the problem analysis, the operational management, and the follow up of the quality of the ticket resolution process.
• You will participate in projects to ensure operational readiness.
• You will maintain a strong relationship with our internal customers to meet their needs and improve customer satisfaction.
• You are responsible for the analysis and resolution of technical and/or functional problems.
• You are responsible for operational coordination and incident follow up, as well as communication with the business and management.
• You are responsible for overseeing the established processes related to incidents, problems, and changes within the team.

Tasks of the Service Level Manager

• The Service Level Manager examines the customer’s needs and problems. This is then compared with the existing service, and he will oversee the different activities until the desired solution is reached.
• Establish a Service Level Agreement. The Service Level Manager draws up such an agreement for the concerned customer. He/she discusses and defines with the customer the key performance indicators (KPI) that will be used for the weekly monitoring of the quality of the systems.
• Service level monitoring by the Service Level Manager. The Service Level Manager is responsible for the fulfilment of the Service Level Agreement and the established KPIs. The Service Level Manager also makes decisions regarding the implementation of certain new services and software defect fixes in consultation with the Line Manager and Business.
• Business continuity plans are established in consultation with users. This can be done in the form of processes or tools (light) or disaster recovery (Platinum, Gold, Silver...).
• If service levels are not being met, the Service Level Manager establishes an action plan to achieve the KPIs agreed upon with all stakeholders.
• In the event of an incident, the Service Level Manager plays a leading role and provides recommendations to IT Management to minimize the impact of the incident (launch of business continuity plans, switch to Disaster Recovery, reboot of servers...).
• Preparation of monthly and quarterly reports. The Service Level Manager compiles a monthly/quarterly report on the achievement of the Service Level Agreement goals and how they will be met, as well as the actions needed to improve them.
• Service Level Meeting. The Service Level Manager reports monthly to the Business System Owner (BSO) on the IT services provided during the past month.
• Adjustment of the Service Level Agreement.
• Preparation of a service manual: The Service Level Manager draws up a service manual with the stakeholders and presents it at regular intervals to the management, operational and development teams.
• You are responsible for ensuring that the documentation (including the CMDB) and work instructions are available and correct, so that the operational services (including the standby service) can guarantee an optimal service.

Your Profile

• You hold a master’s degree in telecommunications or equivalent by experience.
• You have a good general knowledge of IT and networks, and you are interested in operational aspects.
• Knowledge of ITIL processes is an asset.
• Good knowledge of database management, application servers, operating systems, file servers, network components.
• Functional and technical analysis.
• Knowledge on monitoring tools like Dynatrace & Splunk is a plus.
• Experience with research and reporting tools.
• Knowledge of Proximus network solutions (copper and fiber cables, DSL platforms, PSTN AGW, business connectivity solutions, IP & explore networks, home network & CPE) is an asset.
• AutoCAD knowledge is a nice to have.
• Extensive knowledge of Dutch, French and English is mandatory.
• A good knowledge on MS Office Suite is recommended.
• You should have an excellent presentation skill.

Required interpersonal skills:

• You are results-oriented and goal-oriented.
• You have perseverance.
• You have a sense of initiative.
• You have analytical thinking skills.
• You can convince.
• You are a team player.
• You are a good listener, reliable and you can work independently.
• You are organized, systematic and orderly.
• You are resistant to stress.

What do we offer you?

• We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like!
• We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
• We encourage personal growth. At the Proximus Academy, you won’t even want to miss a session.
• We are, of course, committed to sustainability. What else did you think?
• We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus!)
• We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
• We put our customers first. And because we are all customers somewhere, you already know what that means. That’s good.
• And the ever-important work-life balance? We keep it in the right place.

Naturally we have a competitive salary package for you. Click here(or apply) to discover what else we offer.