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IT Ops Engineer Competent à Brussel / Bruxelles

IT Infrastructure Services WPS (Workplace Services) Supplier... IT Infrastructure Services (Area Shared Functions)  is looking for a WPS Supplier Manager assuming a full End-2-End responsibility for his/her service or product....

Description du poste

IT Infrastructure Services WPS (Workplace Services) Supplier Manager

IT Infrastructure Services (Area Shared Functions)  is looking for a WPS Supplier Manager assuming a full End-2-End responsibility for his/her service or product.

Your key responsibilities

Requirement management 

  • provide advice to and assist the customer in defining the requirements
  • translate customer requirements into a service offer/delivery

Service management

  • follow up on agreed SLA’s, reporting, quality of service delivery in general
  • run service improvements together with the supplier
  • conduct yearly contractual document reviews (OLA’s,…)
  • follow up on customer satisfaction (NPS score for Global WPS contract) and implement improvements
  • provide input for customer communication (technical instructions,…)
  • keep up with the technical evolution of the product/service to advice the customer properly and to improve services/product

Contract management

  • manage contract changes for the local ISA (Isolated Service Agreement) of the Global WPS contract or local contracts
  • deliver input for changes on the WPS Global contract or local contracts

Financial management

  • deliver yearly MTP figures
  • follow up on monthly financials (actual vs MTP) 
  • approve/dispute invoices and follow up
  • seek for cost effectiveness and reduction

Operational management

  • liaise and facilitate between supplier and ING ITIL people regarding the ITIL processes in general
  • SPOC for WPS (and non WPS) escalations (functional or hierarchical) in case the usual process has not been followed or has failed
  • collaborate with Global WPS Product Owners by sharing (technical) expertise, providing (technical)solutions…
  • participate to the Global WPS governance (operational and strategic meetings with Global WPS and/or suppliers)

Change management

  • manages contractual changes
  • contribution and sharing (technical) expertise in RFI/RFP journey’s
  • lead and/or contribute in project implementations of services

License management

  • local ownership of some general purpose packages e.g. Seavus project viewer, Acrobat software,…
  • involvement in the contract negotiations
  • initiate PO’s
  • manage the local financials/invoices
  • provide the software for installations to the users
  • capacity management by e.g. a yearly true-up (how many users are using it ? need for extra licenses?)
  • in collaboration with Global SAM lead some initiatives like e.g. diminish some software, replacement by more cost efficient packages…

Risk management

  • make sure risk&compliance rules are understood, recognized and implemented by the supplier

Hardware management with some specific tasks          

  • capture user requirements
  • involvement in the contract negotiations
  • initiate PO’s
  • manage special hardware requests (due to medical reasons,…)
  • manage CMDB quality
  • manage specific requests (senior management…)
  • manage HW supplied and supported through SWING Local Support Services or through CelDS Branch Support Services (pc's, monitors, peripherals)
  • define policies about who will get what based on criteria
  • manage sourcing of these devices (RFP's, auctions …) in cooperation with European colleagues and procurement
  • Life Cycle Management of these devices (organize timely replacement, forecast budget)
  • manage decommissioning of these devices (selling to brokers, donate to NGO …)
  • manage support (in/out of warranty repairs)
  • manage hw suppliers
  • follow  up technical evolutions and market watch
  • Procure hw based upon stock management reports

And you have as well …    

  • An IT background
  • Feeling with technology and IT evolution (market watch)
  • Experience with IT Service management or Supplier management
  • Experience with ITIL processes
  • Good verbal and written knowledge of English, good understanding of French and/or Dutch
  • Strong communication skills
  • A strong team player spirit

… then you are our new ITS WPS (Workplace Services) Supplier Manager

Your work environment at ING …  

is, as the first universal direct bank, a strong player on the Belgian market. The bank provides its customers with a wide rang of financial products and services via the distribution channel of their choice (click and face). Customers of ING Belgium are as well retail and private banking clients, as well as small, medium and large enterprises.

Informations supplémentaires

Brussel / Bruxelles
Permis de conduire BE/EU exigé
Voiture exigée
Lettre de motivation exigée

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