Position: French&Flemish/Dutch/English speaking Senior Incident Manager

Company: This role is located with an IT Service Provider.

Function:

The Senior Incident Manager is leading the Incident Operators including the ensuring that all team members understand exactly their role and responsibilities within the team. This includes the day–to-day planning, operation and problem-solving of a team of operators to meet with the required service level components and standards and to act as the communication conduit between Front liners and Management.

Key Skills, Knowledge & Experience

Key skills:

• Knowledge and experience of contract and/or supplier management roles (how it ties into service level agreements (SLA)
• Excellent people management and administrative skills
• Good understanding of statistical and analytical principles and processes
• Good presentation skills
• Strong analytical skills
• The ability to interact successfully with all levels of the Customer and It provider organization
• Good negotiating and facilitation skills
• Strong management skills
• Client service oriented
• Effective communication and reporting skills
• Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc..)
• Knowledge of best practices in project and time management
• ITL Foundation level Training or knowledge required

Experience:

• Excellent Customer Service Experience
• Min 3 years of experience in a similar function
• Proven experience in vendor and/or partner management 

Languages:

• Fluent in English with knowledge of either French and/or Dutch

Duration:

• This position is offered as a freelance contract.

Reference:

• 020-100059 SEN INCIDENT MGR
   

We are looking forward to discussing this exciting opportunity with suitable candidates in detail!