Central Service Delivery Coordinator


Kapelle-op-den-Bos, BE

Mission and Context

As Central Service Delivery Coordinator you are a Service Coordinator and Subject Matter Expert for Service Delivery teams, with special focus on continuous service improvement for both service and process control.

Roles and Responsibilities

  • Manages external and internal service providers through ITIL processes and SLA/KPI management - ensures that performance meets the requirements of SLA/OLA.
  • Maintain a good relationship with the service provider and the Regional Service Delivery colleagues to add feedback next to SLA/OLA reporting.
  • Functions as the organizational ambassador for the Service Desk.
  • Own and manage the improvement tracker by monitoring the satisfaction feedback of customers and improvement proposals from colleagues.
  • Advise in decision making about designing and improving IT service management processes, mainly operational processes.
  • Train & guide IT colleagues on the operational processes.
  • Own Service Desk processes like starter & leaver to ensure a holistic approach, considering the specifics of each product linked to it, hence in close collaboration with Product owners.

Reporting line

You will report to the Team Manager of Central Service Delivery.

Language Skills

You have an excellent knowledge of English. Any other European language is an asset but not required.

Functional Knowledge and Skills

  • You have a bachelor’s degree in IT with a minimum of 3 years work experience, management experience is an asset.
  • You have strong communication skills, presentation skills and interpersonal skills to deal effectively with internal and external stakeholders, cross different cultures.
  • You have broad general knowledge across different technologies and systems.
  • Within a complex technical environment, you manage to understand the link between IT, business processes, with key focus on customer experience.
  • You have a focus on continuous improvement.
  • You maintain a positive outlook at work.
  • Pragmatic and hand-on knowledge of ITIL 4 and Service Management.

Work Location

You will be based in Kapelle-Op-den-Bos, Belgium, part of the Service Delivery Department within Etex IT.

Geographical Context and Travel Requirements

Regular travelling to Service Desk locations in Hungary and India might be required.

Etex Values and Competencies

Connect and Care
Passion for Excellence
Pioneer to Lead