You manage the customer (SNCB) and the supplier relationships from a to z and you act as SPOC.
You manage and optimize the mobile telephony and M2M fleet, follow up the new SIM requests and monitor data consumption through reporting.You ensure the follow-up of coverage improvement according to the agreed SLA’s and OLA’s including follow-up of the financial budget.
You manage the fixed telephony and support the migration of the Infrabel current solution to the new Telephony Teams solution, according to the agreed SLA’s and OLA’s including follow-up of the financial budget.
You report to the Team Lead Business Service Management and work in co-operation with the Telecom Manager who reports to the Head of Operations.
Your main responsibilities are:
- Negotiate and monitor SLAs/OLAs with the customer/supplier to ensure continuity of services
- Coordinate the actions internally and follow them up (budget adjustment, adaptation processes, communication,)
- Align with stakeholders involved (Business Area Leads, Teamleads, Manager) in preparation for the topics to be discussed with customer/suppliers and organize the Service Review Meetings
- Follow up and inform the internal stakeholders regarding the following domains: Problem Management, Change Management including Service Requests, Incident Management, Release Management Process, Service (Level) Management
- Distribute reports as agreed in Governance, progress reports (interim and monthly), SLA reports, planned interventions and ad hoc reports
- Continuous improvement: collect the improvement proposals from the customer/supplier with regard to the existing services and communicate them internally
- Manage/monitor knowledge of services and stay informed of best practices/trends in the service management market and technological developments in the market