Service Coordinator

Voor onze opdrachtgever Heineken in Amsterdam, zoeken wij voor 20 uur p/w een Service coordinator networking, die ervaring heeft met en een uitdaging ziet in het chasen van leveranciers en opco's in diverse landen.

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

Description of activities

The Service Delivery Manager / Service Coordinator will

• Chase outstanding requests

• Manage escalations

• Review reporting

• Review performance against SLA’s

• Improve related processes

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)