Service Coordinator

IT-Staffing Nederland B.V.
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Beste mensen,

Helaas is deze aanvraag intern ingevuld bij onze eindklant waardoor ik geen kandidaten heb kunnen aanleveren.

Sorry voor het ongemak.

Met vriendelijke groet,
Manja de Jong


Global Information Services has a worldwide responsibility for all IT processes, solutions and services. The aim is to further enhance Global Functions by delivering common business driven solutions and services.
The Global Application Management Services department supports and maintains all global applications. AMS
primarily will act as a control function and manage vendors based on budget and service performance, engage with
business at an operational level and also drive standardisation of operational processes through the Global Service
Desk across the globe.
The Service Coordinator supports the Service Manager in ensuring that Global Service Desk Services are delivered as per agreed budget and performance levels and contribute to the operational integrity of business operations globally through continuous improvement. Service Management will need to operate with energy, conviction, commitment and business leadership to drive standardisation and ensure clear and robust decisions. The Service Coordinator is specialised in the Global Service Desk service area.

Description of activities

  • This role is responsible for the day to day coordination of a single service upon which the global business depends for its operations and/ or a number of non-critical services.

  • Drive the establishment of service metrics related to the assigned area and ensure that these are analysed and reported upon

  • Manage that operational issues are analysed and resolved

  • Ensure effective dialogue with change advisory boards to minimise business impact of changes.

  • Maintain a repository for all services related documentation.

  • Continually assess performance of assigned services and make recommendations to the service manager for improvement opportunities.

  • Manage exceptional requests and escalations from OpCos and suppliers to a successful conclusion.

  • Ensure that their services are supported according to theITSM processes

  • Provide all relevant correspondence with the supplier that has or can have a legal impact to the Contract Manager.

  • Act as the main content expert for all relevant parties, for the assigned service area.

  • Assess supplier’s quotations for changes and projects, monitor and co-ordinate implementation

  • Analyse change requests from OpCos, ensure that they are in line with architectural and security guidelines and policies, provide input for the Change Advisory Board on risk assessments etc, and ensure any changes are well documented.

  • Assist the incident and problem manager or OpCo during cases of service outage incidents or when problems are escalated, to help ensure resolution within the service commitments.

  • Maintain a clear and effective preventive maintenance plan for their services. Ensure that the performance of their service is proactively monitored and that deviations from agreed performance are identified, and that corrective actions are undertaken by the suppliers.

  • Support project managers with the transition of projects and new services to support and with thevdeployment of services to OpCos.

  • Support the OpCo (Licenced) Local Service Coordinators to be effective in their role by providing feedback and practical advice on how they perform their duties.

  • Create and maintain instructions for custodians, local service coordinators and suppliers to ensure end-to-end service performance.

  • Advise local service coordinators based on knowledge of the supplier contract and the existing and future technology landscape, and assist the Global Solutions team in translating business requirements to functional specifications.

Period secondment

Required start date

August 2015

Period of secondment

3 months+

Required availability (hours per week): 40h initially

  • Specific experience

  • Demonstrated capability in managing global services provided by external partners to multiple countries throughout the world

  • Experience with the implementation and/or operation of a Global Service Desk

  • Skilled in major Incident management

  • Skilled in handling war rooms / task forces to investigate root causes

  • Capable of performing Service Operations processes and for supporting the transition of new services to support in collaboration with project managers.

  • Expected to work autonomously with weekly supervision from the Service Manager.

Interesse? Reageer dan voor 11 september met een recent cv, motivatie en tarief.

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5 reacties

  • Datum
    09-09-2015 14:39

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    09-09-2015 14:56

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    10-09-2015 17:43

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    11-09-2015 13:57

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

  • Datum
    14-09-2015 14:55

    Reactie is prive en alleen zichtbaar voor de opdrachtgever en de plaatser van de reactie.

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