Change & incident coordinator

We are looking for a Change & Incident Coordinator for a key client based in Belgium.

Please make sure you read the following details carefully before making any applications.

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. xirbnpk
• Ensures data quality.

Language

• English & Dutch

Location

• Leuven, Belgium- office 2-3 days/week