Service Coordinator Networking

1. Organisation

Place in the organisation

Global Information Services (GIS) has a worldwide responsibility for all IT processes, solutions and services.

Within GIS-IDS the HeiNET department is responsible for the Global WAN connectivity. The WAN connectivity Services are outsourced to a Global WAN provider. The HeiNET team consists of a Service Manager, reporting to the IDS Director, and 4 Service Coordinators.

Situation: The Operational Service Delivery to all Operating Companies (in >60 countries) is based on ITIL processes. A key process is Change Management.
An element of Change Management is taking care of what is called ‘Organic Growth’. This refers to new WAN connections to new or moved Heineken locations but also to e.g. Capacity upgrades of WAN connections.
This process requires dedicated attention as the performance is not aligned with the expected/perceived performance.

Stakeholder Engagement/Management

• Global Service Management (HeiNET team)

• Regional Infrastructure Managers (4)

• Operating Company IT department (>60 countries)

• Global WAN Service Provider

• Network-department

1. Project
   Service Improvement project

2. Description of activities

   The Service Delivery Manager / Service Coordinator will

• Chasing outstanding requests

• Manage escalations

• Review reporting

• Review performance against SLA’s

• Improve related processes

1. Specific experience

   • Knowledge of Global/Local WAN, Access lines, DSL, Ethernet, MPLS

• Worked before within service providers like OBS, BT, Verizon

• ITIL foundation

• Service Management

• ServiceNow (not required)

1. Required knowledge

   • 5+ year’s experience of hands on Service Delivery Manager within a Global WAN-environment

• Pro-active / self starter

• Good communication skills (key requirement)

• Analytical

• Pittbull (will go on to get things done / finished)

1. Education / Certification

   • HBO+

• ITIL Foundation

  • English (verbal as written): good