IT Operations Manager

IT Operations Manager

Brussels Airlines

Brussels, Belgium

Purpose of the position

As IT Operations Manager, you are responsible for the day to day operations of the IT infrastructure of SN. You scope covers operations of network, hosting, workplace and line of business applications.

You work closely with service desk, subject matter experts and suppliers to ensure performance, uptime and planned changes are according to defined standards.

You play a key role in (complex) incidents/problems and can rely on a broad knowledge and experience in IT infrastructure to steer suppliers towards quick resolution. You are a good communicator and have experience with steering teams and suppliers.

You maintain good relationships with the various suppliers and review their performance on a regular basis. You act as an escalation point should issues arise.

Seen the nature of our business you may be called upon outside of workhours to steer suppliers towards resolution on issues that are impacting airline operations.

You report to the Head of Infrastructure and Operations.

Tasks

• You ensure the IT operations and quality of service (performances monitoring, processes, tools, governance, Disaster Recovery agreed standards,…);
• You lead Quality & Performance initiatives on key infrastructure to ensure the best customer satisfaction;
• You actively seek opportunities to enhance operational processes and policies and ensure they are always followed;
• You continuously assess system performance and recommend improvements;
• You manage external partners and suppliers to drive performance and control assigned budgets. You conduct regular Service Level Meetings to validate vendors performances;
• You report on performance indicators, uptime, incidents, changes, patch levels etc.;
• You manage and monitor spend on incidents outside of fixed contracts and you identify opportunities for cost savings;
• With their input, you ensure the necessary documentation for the Service Desk to support the solution. As an SME, you can be contacted by the Service Desk during crisis, including out of business hours;
• You actively Lead Major Incident and address escalated issues from internal Teams and Internal Customers;
• You work closely with our IT Security Officer (ISO) to ensure alignment with security policies;
• You collaborate with the Head of IT Infrastructure and Operations to drive operational excellence and strategic initiatives.

Your profile

• Bachelor in IT or equivalent through experience, plus minimum 5 years’ experience in similar position;
• Exposure to heavily outsourced environments and experience managing applications and IT infrastructure with multiple external partners;
• ITIL,TOGAF and vendor certifications are a plus.

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