Profile and skills

• Service Delivery Manager
• More than 10 years of experience in IT service management
• Knowledge in service design (knowledge of the ITIL framework is an asset)
• Excellent command of support processes (design and operation of support lines, escalation processes, problem mitigation, risk analysis, impact study)
• Project Manager
• More than 10 years of experience in IT project management
• Knowledge of a project management methodology (Prince2, PMI) is an asset
• Good risk management
• Good knowledge of Agile (Scrum)
• Strong knowledge of Change Management (ADKAR is an asset), communication management
• Products used within ULB, for which proficiency is required
• Incident management OTRS/Znuny
• GLPI
• Excellent command of the M365 office suite, Forms, PowerAutomate
• Monday.com
• GitLab
• LifeRay
• KSUP
• Adobe Sign
• Knowledge of GroupManager (internal information system) is an asset
• Operating systems: Windows, Mac OS, Linux

Other skills and/or achievements

• Experience within the IT department of a university is an asset
• Strong managerial skills: team management, stakeholder management, mediation
• Knowledge of GDPR is an asset
• Excellent command of French (written and spoken), strong writing skills. Very good command of English, knowledge of Dutch is an asset

Hybrid work: 4 days on site (1 day of remote work allowed)

Additional information:

The assignment can be extended for a maximum duration (including the initial term) of: 880 working days.