IT Service Delivery Coordinator

At UniSystems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a IT Service Delivery Coordinator to join our UniQue team in Brussels!

What will you be doing in this role:

• Coordinate of the day-to-day delivery of all live service elements in accordance with agreed SLAs and contractual requirements.
• Contribute to incident management; co-ordinate of direct and indirect reports to ensure issues are investigated and rectified as swiftly as possible, whilst maintaining quality and minimizing risk.
• Build and maintain strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs).
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered.
• Assist in supporting models and managing transition of projects and new services into the business-as-usual model.
• Assist in coordinating Problem and Release Management activities to ensure effective service management.
• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks.
• Ensure quality of Known Error records and the Knowledge Database.
• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier.
• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;
• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met.

What do you need to succeed in this position?

• A Master's degree in a relevant field with minimum 4 years of professional experience in the domain, of which at least 2 years of Change/Incident/Problem Management or Project Management experience.
• Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio.
• Good planning skills that go along with proper time management.
• Problem-solving skills and proven communication skills with multiple levels of an organization, including interaction with senior management.
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• ITIL/ITIL V3 Foundation Certification is required.
• Good command of spoken and written English (B2).

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.