Ph3Mission Overview /h3 /brpJoin Keystone Solutions as a consultant to deliver high-impact Service Delivery Management at our client. In this consultancy mission you will act as the pivotal link between the client and their strategic "High Profile" stakeholders with specific needs. You will be responsible for operational quality, continuity, and customer satisfaction for the services provided to the client. As the primary point of contact for all service provisioning or operational modifications, you will coordinate with internal and external stakeholders to meet the agreed Service Level Agreements (SLAs). /p /brh3Key Responsibilities /h3 /brul /brliCoordination and service follow-up: Ensure compliance with agreed SLAs, and make certain that operational performance (KPIs), such as lead times and quality, are achieved. Closely monitor changes on the network. /li /brliClient relations: Serve as the central point of contact for customers and build long-term relationships with them. This includes periodic consultations on the services provided and active management of expectations. /li /brliSupplier management: Coordinate with suppliers and external partners regarding service delivery and escalations. /li /brliGovernance: Establish and implement sustainable governance. Act as the link between clients, the build team, and operational teams. /li /brliProcess optimization: Analyze incidents, identify bottlenecks, and drive the implementation of improvements. /li /brliReporting: Monitor performance and prepare periodic reports on the quality and performance of the services provided. Communicate these to both clients and internal management. /li /br /ul /brh3Candidate Profile /h3 /brul /brliAt least 6 years of experience in IT Service Delivery Management in a public context, preferably within the federal administration. /li /brliExperience with ITIL processes (an ITIL v3/v4 certification is an asset). /li /brliGood knowledge of project methodologies such as PRINCE2. /li /brliExperience in stakeholder management at different levels, including customers and suppliers. /li /brliAffinity with IT (networks). /li /brliStrong organizational and planning skills, enabling you to maintain oversight and set priorities. /li /brliExcellent negotiation and networking skills to communicate with clients clearly, diplomatically, and effectively. /li /brliAbility to work with large amounts of data to spot trends and analyse structural problems. /li /brliAbility to motivate and coach people, fostering a culture of continuous feedback. /li /brliFluent communication in Dutch and French; proficient in English as well. /li /brliImmediate availability. /li /br /ul /brh3Languages /h3 /brul /brliDutch: Active knowledge. /li /brliEnglish: Active knowledge. /li /brliFrench: Active knowledge. /li /br /ul /p #J-18808-Ljbffr