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Senior IT Manager - Service Delivery





Job summary:

The position is responsible for the operational management, monitoring and evaluation of our EU IT operations, services and application delivery. The incumbent will ensure the delivery of the services is in line and within limits of agreed SLA’s (Service Level Agreements) and KPI’s (Key Performance Indicators) by working closely with the external service providers. Establishes level of service standards and operating policies/procedures based on corporate standards and policies. The position is equally responsible for the tactical, overall management of office and plant IT systems and budget for EMEA. This position is part of the Global Shared Services Team, and is responsible for ensuring that all relevant Godiva standards are complied with, in order that maximum availability and productivity is achieved.

Job description:

The incumbent will be managing a team EMEA technical staff ensuring that the performance and availability of the server and network infrastructure is maintained to the highest standards. - Ensure contracted 3rd party services in the area of regional datacentre, managed services, plant infrastructure and systems, network, IT security and applications are provided according to agreed standards and performance indicators. - Ensure documentation (Service Agreements, SLA’s, KPI descriptions) is created and maintained to describe the above-mentioned services to allow qualitative and quantitative measurements can be performed. - Ensure measurements are done according to agreed standards, data points and frequency. - Ensures security and/or service issues are managed, escalated, resolved according to agreed ITSM (Information Technology Service Management) policies and procedures. - Contributes to architecture and design work for new services or changes required to existing services – translates new or changes services into agreed and documented agreements with 3rd party service providers. - Ensure security policies on network, infrastructure and servers are maintained according to corporate standards and policies. - Supervise the activities and projects within the Infrastructure and Applications team; Responsibilities include but are not limited to: • Monitoring of 3rd Party provided IT services (25%) • Management of operational relationship with 3rd party service providers (25%) • Management of the EMEA internal office and plant infrastructure services and support organization (25% • Oversee all EMEA IT related projects (25%)

Your profile:

• Information Technology Bachelor or Masters Degree • 10 or more years’ experience • Project Management skills • English, Dutch, French • Deep understanding of IT Service Management and Service Design (ITIL) • Technical certifications and trainings : – minimum ITIL IT Service Management Foundations • Understanding of Cisco Networking, understanding of data centre architecture, understanding of IT Security management including PCI-standards (payment card industry), understanding of data protection regulations, laws and corporate best practices. • Experience of manufacturing execution systems and plant automation. • You are hands-on and you are a model of 'lead by example'; • You are aware of the latest trends and technical innovations. You work out improvement proposals and see whether they make sense to implement • Ability to implement solutions and manage task with autonomy • Good communications skills, written and verbal • People Management/Development Capability • Strong ‘Can-do’ Mind-set • Customer Oriented • Approachable • Strong influencing skills • Self-motivating and disciplined • Stress resistant • Ability to build strong relationships with users, peers and management

We offer:

We offer you the opportunity to develop yourself in an international company. Join the Godiva Experience