JOIN THE GLOBAL AVIATION IT TEAM ATTHE HEART OF DHL. TOGETHER WE WILL IMPROVE THE LIVES OF OUR CUSTOMERS
Would you like a leadership role atthe world's most international company?
A company that pioneered cross-border express delivery in 1969 and is nowactive in more than 220 countries and territories worldwide. Do you want to bepart of a company that connects people worldwide? Making the lives of peoplebetter, everywhere.
DHL Express is seeking a Senior IT Service Specialist for itsoffice in Diegem, Belgium. As a Senior IT Service Specialist your role will bemaintaining Service Level Management, creating and actively following up onreporting, setting-up Problem Management process in close cooperation with theIT Service Manager.
Conduct meetings with customer representatives to turn service requirements into business processes, improve existing services or new services. This requires system analysis to understand the needs, an in depth knowledge of service management processes and systems
Maintain a positive, proactive and clear communication with GAIT, GNOP, Helpdesks and ITS
Present proposals on cross domain process improvements
Resolve conflicts between Business Application Changes and Infrastructure Changes
Assist with creating the awareness material to clients/users to explain the importance of a structured change management process
Provide leadership and guidance in Services related domains
Monitor the performance and effectiveness of Service Level Management
Represent Service Department outside, when delegated
Drive change requestors to deliver good quality change by challenging provided information, testing, back-out plan etc.
Have regular review and feedback sessions with the team members to follow up on approvals, information and feedback for all service related domains, such as Changes, Asset and Configuration Management
Work with stakeholders to clarify report requirements
Manage workload of assigned Services team members
Propose and implement improvements to Services Procedures
Review and approve RFCs in required time and quality
Create and maintain Configuration items, Business Services, SLA contracts, Service Levels and Schedules in required time and quality
Define, establish and perform CMDB verifications to discover CMDB data discrepancies
Define and provide regular or ad-hoc reports in line with the requirements
Assist in defining processes and work instructions
Assist in definition of Configuration Management Standards and Guidelines
Create, maintain Service Request Forms
Supervision and training of less experienced colleagues
5 years of experience and understanding of Service Management and particular with Change, Configuration and Service Level Management
Knowledge and understanding of ITIL processes
Expert on Global Service Now
Strong knowledge of international standards for software asset management
Strong at Teamwork and Leadership
Working knowledge of desktop software
Attention to detail andprocess orientation
Strong Cross Functional and Inter-Disciplinary awareness
Strong at Customer focus
Strong at influencing and persuading
Experience working in large global corporate company
Good knowledge of geographical structure DP DHL organization and it's liaise with GAIT
ITIL Certification or business-related experience
Fluency in English and Dutch is mandatory
A competitive salary with extra-legal benefits
A challenging position in an international and dynamic environment with an informal atmosphere
Career development opportunities in accordance with your expertise and commitment
Great culture and colleagues
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!