IT ITIL PROCESSES MANAGER IT ITIL PROCESSES MANAGER …

Candriam
à Bruxelles, Bruxelles-Capitale, Belgique
CDI, Plein-temps
Dernière candidature, 09 avr. 21
-
Candriam
à Bruxelles, Bruxelles-Capitale, Belgique
CDI, Plein-temps
Dernière candidature, 09 avr. 21
-
Diffusée par:
Nathalie Dewerchin • Recruiter
Candriam
Diffusée par:
Nathalie Dewerchin
Recruiter
Candriam is seeking a new Information Technology Infrastructure Library Processes Manager. As ITIL Processes Manager, you will report directly to the Head of IT Production Services. At Candriam, initiative is encouraged and open-mindedness is an essential quality for the development of the company.

Role

The ideal candidate is an experienced manager with a high level of technological skills, able to understand the company’s IT environment and coordinate applicative changes & releases and supervise incident processes and problem management.

You must be suited to working in a global, multi-site and multi lingual company. You will be based in Brussels, with occasional visits to Paris and Luxembourg.

 Responsibilities

  • Supervising the implementation of ITIL processes at Candriam.
  • Ensuring that ITIL processes are correctly applied.
  • Managing constant ITIL process enhancement.

Release Management

  • Coordinating and planning application releases in collaboration with our outsourcer and the IT development teams (for exceptional and major releases).
  • Some application changes are deployed using Azure Devops and one by the outsourcer.

 

Change Management

  • Coordinating infrastructure & application change processes and approvals.
  • Coordinating and overseeing the Change Advisory Board (CAB).
  • Integrating changes & releases into global planning.
  • Ensuring that the plans put in place for changes comply with standards.  
  • Organising and coordinating annual DRP tests.

 

Incident Management

  • Supervising and coordinating incident process management both in-house and with our suppliers.
  • Coordinating and participating in Incident Manager on Duty (IMOD) team activities, managing major incidents (P1/P2) 24/7.
  • Being on-call for IMOD duties during one week out of every five.

 

Problem Management

  • Supervising and coordinating problem management processes. This role covers root cause analysis for major incidents and also identifies & analyses recurrent incidents and identifies their causes.

 

Reporting

  • Providing regular KPI dashboard updates covering all ITIL processes, including the number of P1/P2 incidents per month and the number of monthly changes implemented by IT Domain, etc.
  • Reporting to Candriam committees (COO Executive Comittee, IT Management Committee, etc.)

 

FIXIT

  • Managing Candriam’s ITSM tool, the FIXIT application (SaaS provided by TOPdesk).
  • Coordinating application changes (updates and workflow requirements) and ensuring that integration with other applications remains functional.
  • Assessing and implementing new workflow requirements.

Required skills & experience

  • ITIL certifications
  • A minimum of 10 years’ experience in the IT sector, in a distributed environment.
  • Knowledge of the financial sector is an asset.
  • English: professional
  • French: professional
  • Dutch: an asset
  • Strong communication skills (spoken, written)

 

Environments

Windows, AIX/Linux, SLQ Server/Oracle, Citrix, Network, End-user devices, Mobile, Microsoft Azure, Office 365

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