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Simac - Service Delivery Lead


Simac ICT Belgium, network and system integrator in the Belux market, is part of the international engineering Simac nv with offices in the Netherlands, Belgium, Luxembourg, Czech Republic and Slovakia.

Our 170 experienced employees in Belgium provide to medium and large enterprises a complete service in the field of ICT infrastructures: consultancy, implementation, project management, ICT infrastructure management, maintenance and tasking. Knowledge, innovation, flexibility and continuous customer focus are our trademark for 45 years.

Simac - Service Delivery Lead

Principal Duties and Responsibilities

  • Responsible for overall site health and infrastructure environment - Monitors service levels, tracks metrics/analytics, and ensures site health of GTS services
  • Site delivery responsibilities expanded to MES infrastructure and integration of MES infrastructure with plant devices
  • Coordinates and acts as SPOC for complex service requests (e.g., MES, Lab and warehouse systems, End user devices, networking services, Collaboration)
  • POC for Level 2 (ISA 95 model) infrastructure.
  • Interacts with LMDW personnel to problem-solve future-state requirements
  • Serves as source of functional understanding of processes, tools, and integration of LMDW plant equipment with IT platforms (e.g., Wonderware, Camstar, OSIPI, Werum, LIMS, Tracksys. Etc.), as well as LMDW business knowledge
  • Interacts with multiple LMDW stakeholders - Execution systems, plant engineers and technicians and LMDW IT
  • Will be accountable for GTS services at LMDW sites
  • Maintains IT facilities ownership (e.g., local computer rooms)
  • Performs site-level DR, BCP, CMDB related to GTS services
  • Local representation/site support services for audit/HR investigations related to GTS services
  • Local/site-level asset planning, purchasing, deployment and decommissioning related to GTS services
  • End user knowledge (e.g., training, technical writing) related to GTS services
  • Supports GTS financial reporting and analysis of site infrastructure costs
  • Primary escalation point for (Business) Critical Incidents


Key Deliverables

  • Accountable for GTS services at the sites and the associated reliability and uptime of the site operations dependent on GTS services
  • High-level of site health and service financials for sites
  • Fast response time to high-priority LMDW requests and incidents
  • Create site technical architecture documentation


Skills, Capabilities and Competencies 

  • Experience and Technical Knowledge:
    • Broad base technology and process background. Experience in multiple technology service towers such as server and Storage or network, Web, messaging and databases
    • Broad knowledge of the LMDW business, as well as processes, tools, and integration of LMDW plant equipment with IT platforms
    • Basic knowledge of Project Management, processes and tools 
  • Certification/Qualifications/Competences:
    • Bachelor's degree or equivalent and 3 years' experience in delivering IT services
    • Working knowledge of multiple technical disciplines such as WAN/LAN, MS Windows, Desktop computing Hardware and software, and peripherals (e.g. handheld scanner)
    • Working knowledge of mobility devices and OS (like iPad, iOS, Android, etc ...)
    • Familiar with standard concepts, practices, and procedures associated with the ITIL framework
    • Preferably familiar with working in a Manufacturing Environment.
    • Strong customer focus and service orientation
    • Strong analytical skills and sense of urgency

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