Service Improvement Manager senior

Geplaatst op
2 tot 6 maanden
Op locatie
OSC 23022016-4


Beste Kandidaat,

Inmiddels is er een selectie gemaakt. Indien jij geen bericht hebt gehad dat je word voorgesteld aan de klant betekend dat helaas dat jij niet bij de geselecteerde kandidaten zit. De reden hiervoor is dat er andere kandidaten waren die beter aansluiten bij het gevraagde profiel en/of tariefstelling.

Toch hou ik graag jou CV in mijn bestand voor eventuele toekomstige aanvragen.

Hartelijke groet,

Lennaert Jonkers
Resource Manager OSC B.V.


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Apply before 25-02 12:00!!!

For our client we are looking for a Senior Service Improvement Manager

Solution Governance

  • Work closely with the customer and internal organisation to ensure that the agreed Service Improvement Management Framework is implementable and remains fit for purpose at all times

  • Define, design, and implement a Service Improvement Management Framework to enable the consistent measurement of service, process and team effectiveness

  • Create and report on improvement metrics for service delivery to identify areas requiring improvement

  • Monitor practices and processes to guide the implementation of compliance and improvement strategies

  • Utilise available information, metrics and evaluations to develop recommendations for change

  • Provide input on internal processes to assist with service improvement initiatives

  • Assess work outcomes and identify and share learnings to inform future actions

  • Identify and implement safe work practices, taking a systematic risk management approach to ensure health and safety of self and others

  • Conduct and report on quality control audits

  • Identify risks to successful achievement of goals, and take appropriate steps to mitigate those risks


  • Provide consultancy support to both customer and internal organization

  • Promote a culture of quality customer service in the organization

  • Initiate and develop partnerships with customers to define and evaluate service performance outcomes

  • Liaise with senior stakeholders on key issues and provide expert and influential advice

  • Identify and incorporate the interests and needs of customers in process design

  • Ensure that the organization's own systems, processes, policies and projects respond to customer needs

  • Regularly review and propose improvements to operational processes & procedures

  • Develop best practice material for regular dissemination within the customer

  • Influence others with a fair and considered approach and present persuasive counter-arguments

  • Work towards mutually beneficial win/win outcomes

  • Show sensitivity and understanding in resolving acute and complex conflicts

  • Identify key stakeholders and gain their support in advance

  • Establish a clear negotiation position based on research, a firm grasp of key issues, likely arguments, points of difference and areas for compromise

  • Pre emptive approach to minimise conflict within the organization and with the customer

Operational Support

  • Provide support and consultancy services as needed in response to operational incidents

  • Actively drive service delivery improvements


  • 10+ years’ in depth experience working in an IT infrastructure; five of which should have been at a Senior level

  • Recent exposure to IT infrastructure services within the R&D and/or Manufacturing Services industry

  • Experience of working within a large Global organization within a multi-national company

  • Preferred experience of working within a co-sourcing service delivery model


  • University degree in Computer Science or equivalent experience, developed over an extended period

  • Exceptional influencing skills

  • Persuasive presentation skills

  • Supplier Management skills (ITIL Certification is a plus)

  • Fully proficient in English, both oral and written.

  • A good working knowledge of Business lead IT Strategies

  • A good understanding of developing market trends and concepts

Technical skills

  • An working knowledge of core infrastructure technologies (Microsoft Windows, Red Hat Linux, Virtualisation (VMWare), Databases (Informix, SQL, Oracle), Storage technologies (NetApp), Networking (Cisco))

  • Structured Analytical skills with the ability to work under pressure

  • Commercial & Contractual considerations to be taken into account

  • Risk management, Quality management and process improvement

  • A working knowledge of IT Finance

  • Sound knowledge of Productivity and Reporting toolsets (e.g. Excel, Word, PowerPoint, Visio)

  • Project Management

  • Team building and collaboration

Please include the following when you apply: English resume, point by point motivation of the requirements, your hourly rate excluding VAT, Including travel cost within the Netherlands and availability.

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2 reacties

  • Datum
    24-02-2016 07:12

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

  • Datum
    25-02-2016 10:57

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

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