ITIL Manager - Capacity Management

ITIL Manager - Capacity Management

ING Group

Brussels, Belgium

Your role & work environment

As an advisory and expert ITIL manager, you enable the engineers and actively reshape the IT organization to become more effective, more efficient, and more productive.

You are part of the support organization within ITS. You are not part of a squad, but operate across squads, within a specific domain, or within a central team of people with a common role, operating across domains. More specifically, you will endorse one of the following roles: User Access manager (UAM), Service level manager (SLM), Change Manager, Central Major Incident Manager (CMIM), Software asset manager (SAM), Process manager, capacity manager or chapter lead

The ITIL manager reports to the chapter lead or ITAL/ITL.

Your key responsibilities

  • Review services and activities on a regular basis to:
    • Improve quality and decrease IT costs;
    • increase productivity and efficiency.
  • Enable decision making by optimizing all process management activities across squads, assigning priorities, coordinating changes and making sure that all processes cooperate in a seamless way;
  • Provide the engineers/ squads and ITL/ITAL with the correct information to allow them to make the correct decisions in terms of resource optimization, efficiency and technical solutions;
  • Pro-actively advise senior management and engineers based on your knowledge and expertise, driving change in terms on supporting activities;
  • Coaching and supporting (associate) ITIL managers to grow in their craftsmanship;
  • As ITIL Manager - Capacity Management:
    • Ensure that information technology resources are right-sized to meet current and future business requirements in a cost-effective manner;
    • Proactively identify any potential capacity related issues likely to arise and justify any necessary investment decisions to the business and IT stakeholders;
    • Monitor the performance and throughput or load on a server, server farm, or property;
    • Analyze the performance of measurement data, including analysis of the impact of new releases on capacity and advise senior management accordingly;
    • Tune the performance of activities to ensure the most efficient use of existing infrastructure;
    • Understand the demands on the service and future plans for workload growth (or shrinkage);
    • Influence on demand for computing resources;
    • Measure the capacity planning of storage, computer hardware, software and connection infrastructure resources required over some future period of time.

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

  • As an advisory/expert ITIL manager you will also need:
    • to work in contexts with medium to high complexity and within own and across domains;
    • to have the knowledge of standard and specific software, also keeping in touch with developments on this towards future trends;
    • to have excellent knowledge of communication techniques & stakeholder management on senior level;
    • to have an excellent knowledge of ITIL related practices related to your role and good knowledge of other ITIL standards in general;
    • to have a master level or equivalent by experience;
    • a good written and spoken knowledge of English;
    • over 5 years of work experience in a similar environment and industry.
  • To understand future trends within your area of expertise and actively share them with your colleagues and the organization;
  • To be able to handle and turn around resistance of users and senior managers;
  • To be able to keep track of future trends and creatively apply the relevant ones;
  • To proactively use a network of colleagues, business partners to accomplish objectives;
  • To be multi-task and set and manage priorities;
  • To challenge and improve the processes in order to increase operational excellence.

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© EuroJobsites 2019

EuroJobsites is a UK registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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