IT Service Level Manager

At D’Ieteren, we have brought fluid mobility to our clients for the past 215 years. A genuine experience, with multimodal innovation at full speed. To do so, we count on the best skills of the brightest minds, filled with motivation and ambition, taking the lead and innovating non-stop.

We tackle mobility challenges with tons of experience and great knowhow. With a passion for technique that has always characterized our 100% Belgian company. Move the country with us. Make your move. Moving people forward. Towards the future of healthy, innovative mobility.

Responsabilties of the job
The IT Service Level manager ensures the delivery of sustainable and reliable solutions to support the business activities of VDFIN. In order to achieve this goal he/she has a wide range of responsibilities.

• Ensure services are delivered in accordance with agreed business requirements, and managing the service lifecycle of problem-, incident- and change management
• Design, develop, implement and support a range of operational support services covering service desk, incident-, problem- and change management, etc.
• Identify risks and achieve improvements in service performance
• Maintain relationships with outsourcing partners, service providers or any other technology, software, and security vendors
• Monitor and supervise service agreements with internal and/or external service providers
• Report to management, including escalation measures, if necessary
• Continuous improvement of the process and related KPIs
• Develop and manage Service Level Agreements (SLAs) and procedures to establish request and problem resolution expectations and timeframes
• Escalate or transfer to appropriate level of support when necessary
• Trigger major incident process when necessary
• Develop reporting to measure the performance, perform trend analyses, define, suggest and implement corrective or improvement actions
• Regularly communicate service performance levels to key stakeholders
• Establish partnership with third parties to acquire hardware, mobiles and licenses while applying existing standards and agreements of the VWFS group

Profile

• Study of computer science, business informatics or a comparable education
• Several years of successful experience in planning and controlling complex cross-divisional IT projects and processes as well as sound project management skills (PM @ VWFS or recognized certification: PMI or equivalent)
• Solid knowledge in project management, e.g. in rollout, transition and / or infrastructure projects
• Wide range of IT skills
• Abstraction ability for IT technical support of the business/technical processes
• Understanding of different IT architectures and heterogeneous IT landscapes
• Commercial knowledge
• Know ITIL processes for incident & problem management
• Knowledge of incident & problem management tool (HP-ITSM, JIRA, …) ’-Intercultural experiences
• Strong organizational and administrative skills
• Team and communication skills
• Enforcement, negotiation and conflict resolution
• Extensive knowledge and experience on the preparation and execution of presentations
• Very good knowledge of French and/or Dutch and English in spoken and written
• Excellent written, oral and interpersonal skills focused on motivation and positive attitude
• Highly self-motivated, directed, and change oriented
• Result oriented
• Customer service oriented

Offer

In exchange for all these qualities we offer you an attractive salary with numerous supplementary advantages like a company car, a fuel card and the opportunity to evolve in a tone-setting company in the Belgian automotive-sector.

Volkswagen D’Ieteren Finance (VDFin) is the undisputed market leader in the field of financial products and services for vehicles of the D’Ieteren group in Belgium. Our goal is to guarantee the mobility of our citizens by offering flexible solutions, qualitative services and thoughtful recommendations.