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NRB - Service Delivery Manager

Context

 

The Taxation1 Information System (Tis) sector of unit C5 is responsible for:

  • The system development lifecycle of all Taxation IT systems
  • The development, maintenance and operational functioning of their supporting applications;
  • The maintenance of the operational planning for systems development and deployment;
  • The co-ordination of the implementation and maintenance of all Taxation IT systems
  • in EU in collaboration with internal and external stakeholders;
  • The supervision of their operational functioning and the production of related statistics, dashboards etc.;
  • The maintenance of a repository for all artefacts of Taxation IT systems.

 

The Service Manager

 

A Service manager provides advice, guidance, consultancy and assistance to the official(s) responsible for:

  • the management of the development and implementation of services in order to meet the business needs;
  • ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;
  • the monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders;
  • the management and coordination of the service desk activities and ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (Fqp) and according to quality levels agreed in the Service Level Agreement (SLA);
  • the definition of KPIs and the monitoring and reporting on all quality indicators.

   

Task Description

  • To contribute to the mission of the sector 'Taxation Information System' (Tis) sector, mainly supporting Directorate policy units and ensuring operations of the existing portfolio of all taxation trans-European systems.
  • The requested service manager profile provides the required services to the responsible official to assure the correct functioning of the existing Taxation IT systems and applications.
  • More in particular the service manager will perform the required tasks for a portfolio of these applications and systems and act as a backup to other service managers.
  • The specific assignments will be defined and communicated

 

Change, release, application management services and Operational services

  • Understand the processes and procedures in place which are associated with the production and deployment of a given release for a given IT system/application.
  • This requires the understanding of the roles of the different involved main stakeholders: the different business units and the external contractors. More in particular:
    • Understanding the required changes from a business/functional and IT
    • technical viewpoint;
    • Supervise the services to be delivered by the development contractor in the context of the change and release management process;
    • Supervise the services to be delivered by the Itsm3 contractors in the context of the application management process;
    • Supervise the services to be delivered by the Qa3 (and successor) contractor in the context of the Quality Control processes;
  • Verify the audits when necessary;
  • Review the delivered service reports.
  • Understand the processes and procedures in place which are associated to a given IT
  • system/application once it is in production. More in particular:
    • Verify the services to be delivered by the Itsm3 contractors as 1st and 2nd
    • level Support provider;
    • Verify the services to be delivered by the development contractor as 3rd level
    • Support provider;
    • Act as a coordinator between the different stakeholders for incident and problem resolution when required;
    • Verify the audits when necessary;
    • Review the delivered service reports.

Company description

The NRB Group's mission is to ensure ICT makes everybody's life better. To do so, we commit to provide IT services and solutions that are of the highest quality, reliable and secure to the key sectors on which society runs; the public and social sector, health care, utilities, finance, industry and international organisations. We help our customer to fully capitalize on the assets of ICT: for optimizing and accelerating their processes, for innovating and growing their business and for transforming their business to better fit the new digital reality.
Our subsidiaries mainly focus on specific vertical sectors, while relying on the scale and the state-of-the-art ICT infrastructure of NRB. The Xperthis Group is the Belgian leading company of ICT for health care. Civadis, Cevi and Logins are the specialized partners of the local authorities. Afelio is a specialist in digital (web, mobile ...) and marketing technologies. Last but not least, Trasys International is a European Economic Interest Grouping, part of the NRB Group, which aims at delivering IT services, solutions and consulting to International Public and Corporate Organisations.

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