Service management process manager - N.

About Proximus NXT

Proximus NXT Luxembourg supports all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored managed services. With our partners and customers, we co-create opportunities and enable growth in a secure and sustainable manner. As a result of our unique expertise in next-gen IT services, mobile and advanced connectivity, we help our customers achieve their ambitions and realize their vision.

Together with them and our partners we implement sovereign and trusted solutions that make people work smarter.-

Your mission :

1. Context

You will be part of the NTX Consortium Team in charge of operating the European Commission's Network Managed Services under the NMSIII framework contract.

The NMS III Infrastructure consists of:

Network Infrastructure

• The LAN in the Commission's buildings (approximately 80 buildings spread over Brussels, Luxembourg)
• The connections between these buildings as WAN (MPLS technology)
• Wifi Hotspots spread over the Commission's buildings
• Data Centre network services

Network Security and Network Application Infrastructure

• The security perimeter consists in a multi-layer infrastructure of firewalls of different vendors.
• The incoming and outgoing accesses with the external world pass through dedicated appliances working as proxies and reverse proxies.
• DNS infrastructure and authentication servers are part of our domain of competences.

Telephony and Videoconferencing Infrastructure

• Only Non-end-user devices and specific end-user devices and interact to the classic telephony service
• Large video studio, video conferencing room and personal video systems

Network Intervention Services:

• On-site intervention services including the technical room management
• Storehouse and spare services

Compliancy Infrastructure:

• Definition and maintenance of processes including the associated tooling, metrics and KPIs
• Reporting of metrics and KPIs

Supporting Infrastructure:

• Definition and maintenance of underlying infrastructures including the filesystems and the central computer platforms
• Maintaining and develop automation tooling to ease use and increase reliability of the service

Test and lab Infrzastructure:

• Assist in defining test programs for design projects
• Assist in automating test programs as regression testing and fault testing and allow for faster validation of design changes

A team of 60 people is working permanently on-site (Luxembourg and Brussel).

1. Activities:

• Develop, implement and manage complex processes within the NMS III organisation in accordance with the Service Management Model based on ITIL V3 or DevOps best practices
• Proactive supporting staff in everyday operations from the perspective of process management and improvement to deliver service of high quality
• Constantly reviewing procedures and application of them to achieve higher levels of maturity
• Perform or assist in performing process audits
• Identify and drive process improvements
• Measure and report on process performance
• Develop, Manage and monitor annual workplan in the domain of service management processes
• Write specifications for the development of the process supporting tools

Your profile :

3. Requirements:

• Education : BAC + 5 or more is an asset
• At least 5 years of experience in ITIL V3 process design and implementation
• Preferably ITIL V3 or more certified
• Juniper SD WAN
• Fluent in English is a requirement

4. Skills required:

• Good knowledge of one or several IT domains
• Solid documentation skills
• Strong organisational and analytical skills
• Strong interpersonal skills.
• Working knowledge, written and spoken, of English required. French desirable.

5. Location and Timing issues:

• Project Business hours: 7H-19H => being able to regularly start between 8AM and 9AM

Our offer:

• A professional, stimulating and innovative working environment:

Joining Proximus Luxembourg means becoming part of a human-sized company while benefiting from the strength, expertise and opportunities offered by the Proximus Group. You will work within dynamic, supportive and collaborative teams, where team spirit, knowledge sharing and innovation play a central role.

• Genuine career opportunities within the Proximus Group:

You will have the opportunity to develop your career within Proximus Luxembourg and the Proximus Group, both nationally and internationally. Thanks to the diversity of our activities, internal mobility opportunities and an environment that encourages continuous learning, you will be able to strengthen your skills and grow your expertise in innovative fields such as cloud, data, artificial intelligence, telecommunications and emerging technologies. You will benefit from personalized support and tailored training programs to support your professional development.

• An attractive remuneration package and benefits that support your work-life balance:

Your salary is defined according to a clear salary framework, taking into account your professional experience, skills and seniority. The recruiter will share the applicable salary range with you before the first interview. You will also benefit from flexible working hours with the possibility of teleworking, as well as numerous benefits: meal vouchers, the possibility of a company car, "quality time" dedicated to supporting your work-life balance (4 hours per month), additional days of leave linked to our collective agreement, sports and well-being activities, and much more.

• A company committed to diversity and inclusion:

Proximus Luxembourg promotes equal opportunities and provides an inclusive environment where everyone can thrive and develop their full potential. Our multicultural teams, representing 34 nationalities, reflect the richness of our company culture.

As part of the recruitment process, a criminal record extract may be requested. Your personal data is processed in accordance with applicable data protection regulations.