Publiée le 10 juin
Mission du poste
We are looking for a Change & Incident Coordinator for a key client based in Belgium.
Main tasks
Change management
- Capture and assess all new change requests, and ensure data quality, risk documentation, and implementation planning.
- Organise and lead CAB meetings – with internal and external stakeholders – capturing approval for medium and high-risk changes.
- Follow up change approvals and validate proposal for Cegeka changes.
- Register and follow up manually on changes for other suppliers in their respective tool (e.g. Colt, Spotit, Actemium, ...)
- Maintain reporting on changes.
Incident management
- Ensure incident records meet data quality and documentation standards.
- Follow up on SLA objectives (in a multi-partner environment) and ensure incident records are resolved in a timely manner.
- Organise regional operational incident meetings with internal and external stakeholders.
- Lead and coordinate the response to major and complex incidents (within business hours) where multiple service providers can be involved.
- Ensure RCA and post-incident reviews are being captured, documented, and translated into operational process improvements.
- Act as an escalation point for unresolved or breached incidents.
- Maintain reporting on incidents.
- Identify repeating incidents and make sure they are captured and followed up as problem records (Problem management will pragmatically be adopted by TE after go-live).
Requirements
Preferred experience: Medior
Competencies
- Understanding of ITIL framework.
- Experience working with ServiceNow.
- Familiarity with multi-supplier environments (SIAM).
- Ability to interpret SLAs, OLAs, service performance data across multiple suppliers.
- Documentation and operational reporting skills.
- Coordination and facilitation skills – able to lead meetings and crisis calls.
- Comfortable enforcing processes with internal teams and vendors.
- Ensures data quality.
Language
Location
- Leuven, Belgium- office 2-3 days/week
