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- Education: University degree required;
- Experience: 10 years of work experience, min 5 years of practical experience in the respective area;
- English knowledge - advanced level (written and spoken);
- Advanced knowledge of processes, roles and responsibilities on SL / BU level;
- Coordinates / supervises complex and strategically (cross functional, international, …) critical projects and / or Programs;
- Ensures the design of IT services is appropriate and innovative, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements;
- Ensures the new service solution is added to the overall Service Portfolio from the concept phase, and the Service Portfolio is be updated;
- Ensures the initial service/system analysis will cover to understand the Service Level Requirements (SLRs) for the service when it goes live;
- Ensures the new solution can be modelled within the current IT landscape or adaptations are properly agreed, approved and implemented to ascertain it will be able to support the new service and the results from the modelling activities can be built into the Capacity Plan;
- Ensures that an initial Business Impact Analysis and risk assessment is conducted on services well before implementation as invaluable input into IT Service Continuity Strategy, Availability Design and Capacity Planning;
- Ensures together with the service manager a proper transition and hand over to operations;
- Defines the functional needs of the service being provided;
- Agrees with business level, scope and quality of service to be provided;
- Ensures any underpinning agreements necessary to deliver the quality of service agreed within business.