Tribe Service Manager – Banking

Tribe Service Manager – Banking Client – Brussels

Rate: Circa €650 – €700 euros per day

Duration: 6 months + extension

Hybrid Working: 2 days onsite per month in Brussels, the rest can be worked remotely.

Job Description

• Owner of the service management on the Smart Automation Tribe
• Ensure that the service we are proposing have the right quality.
• Lead the setup, the analysis, the action plans and the communications on the service performance (through set of KPIs)
• Ensure postmortem (following incident and change) are produced and well documented.
• Response to audits, due diligences, escalations (account management, risk management, BRM)
• Raise and track service risks (i-Track) and related action plans.
• Ensure knowledge base articles are created and well documented.
• Ensure that the change we are releasing in production meet set of non-functional requirements to ensure good service operability (i.e.: involved in go/no go meeting, ensure that we are compliant from a Disaster Recovery/Service Resilience viewpoint…).
• Ensure service management processes are in place, are understood, measured and aligned with the process owners (ITIL processes)
• Coaching DevOps teams on service management practices (e.g.: teams resolve incidents wrongly without resolving after creating a Problem record)
• Ensure ServiceNow and TFS aligns with the agreed processes (i.e.: raise requirements to improve the incident workflow; create a field to map TFS record to incidents etc.)
• Follow up improvement opportunities and other DevOps practices.
• Play a coordination role for incidents/request with major impact and take lessons learned from them.

Please do send across to me the most up to date copy of your CV to eobiechefu@welovesalt.com