FunctieomschrijvingShe/he steers the performance of the service offered by the MSP provider by applying a transparent governance model. She/he balances out the demand need vs the available capacity within the financial targets of the company. She/He also ensures that best practices are applied, and process standardization is pursued from demand to deploy phases within the DevOps area.GENERAL RESPONSIBILITIES / GRADE DESCRIPTION- Management, Coordination & Communication: Planning, Steering and Integration of others’ complex tasks (in own area of delegation or with externals) with homogenous objectives, typically a small to medium sized organizational unit. Involves external integration with associated functions. Developing, motivating and influencing others.
- Problem solving: Problem-solving includes the interpretation and tactical application of strategies to support local needs. Thinking is focused on defined areas and a time horizon up to one year. The strategic framework is given but allows for evaluative judgment and adaptations when turned into action. Work on concepts of various problems that sometimes need to consider future developments.
- Accountability: Goals are typically set within the year (e.g. project milestones). Approaches, methods and procedures to attain goals can be freely chosen complying with defined framework (e.g. budget decisions). Has indirect impact of analytical and consulting nature on company as a whole or influences parts of the organization significantly.
Delivery- To oversight DevOps & MSP budget, demand and capacity and to monitor plan vs actuals.
- To define & follow up delivery planning / X-domain resource planning.
- To analyze the time spend of internal staff (across support, small change, projects), e.g. how much handholding required of the MSP.
- To support DevOps director in financial/budget management.
Quality & Service follow up- To enforce process discipline (IT, Business and MSP) and to apply a continuous PDCA cycle on the standard practices (from demand to deploy phases).
- To liaise with the Quality Management role (quality of deliverables, quality of code, etc.
- To review (monthly) the service performance reports, SLA & KPI with the MSP counterpart and IT domain lead
- To drive continuous improvement from the reviews (e.g. support ticket volumetrics, ageing backlog, problem management, etc.).
People Management: Establishing a high-performance team- Evaluate his/her members, to provide feedback, coach and to support them with their personal development plan.
- Coach and develop members in order to optimally use their competencies.
- Address skill gaps with MSP provider and to review progress with the Service Deliver Manager of the MSP provider.
- Show by example the team spirit with the MSP (Managed Services Provider): coaching, celebrating & rewarding, defending “as One Team” the internal team plus MSP towards all stakeholders.
- To identify organizational risk and issues, identify and propose mitigations and resolutions.
ProfielEducation & Experience and professional background- University degree (Master) with 5 to 8 years of experience or equivalent as a SDM in a DevOps or Software context
- Fluency in Dutch and English
Organisatie- en afdelingomschrijving
Our client is a large multinational based in Antwerp, concerned with import and European distribution of capital-intensive consumer goods, as well as product development - especially in the case of IoT and product related software and services.
Aanbod
- An international environment
- The possibility to grow within the role, the company and fulfil multiple ambitions
- Renumeration and emoluments in accordance with position and experience