Network Service Management Lead is responsible to lead a team that will set up a framework of Network Services’ Performance governance across individual ITIL areas such as Network Incidents, Request Fulfilment, Change, Problem, Risk, Supplier and Financial Management. Creates and drives improvements within Network Service Management.

• Support to set up service management “by the numbers” across the management layers.
• Defines consistent approach to manage services by the numbers & operations.
• Reporting, Monitoring, Aging Incidents, Problem Records, Stakeholder management.
• Aging incident support (weekly updates, keep track of all SLA breached highly impacting incidents).
• Ensure EOL / EOS hardware and software is tracked & actioned periodically.
• Escalates all service management aspects to senior management (INC, PRB, RISK, CHG).
• Key strategic suppliers’ management by numbers &relationship.
• Define metrics and support establishing processes to track those.
• Ensure QBRs are held to maintain relationship.
• Ensure proactive and reactive escalations are requested and followed in structured way and be L2 managerial escalation point.
• Lead Supplier Service Improvement Plans.
• Support in defining key metrics per service in line with global template.
• Support in setting up “rhythm” for periodic reporting.
• Includes stakeholders management such as Adecco regional, LHH, Akkodis)
• Define template & structure for regional / GBU service management.
• Support setting up rhythm & facilitate meetings (actions, risks, problem, RUN topics, current projects, future project pipeline, strategy) with regional / GBU stakeholders.
• Supervise transformation of remaining local legacy solutions (e.g. legacy MPLS migration to SDWAN) & residual project actions.
• Potentially integrate in GSD/other service reviews.

• 5+ years in an Incident / Service Management role.
• Experience of working with internationally based customers and service providers.
• Basic technical understanding of key services such as Networking, Network Security, TCP/IP, VPN.
• Depth of understanding of the processes and practices of Customer Support and Service Level Management (ITIL).
• Ability to understand and improve operational process & Procedure.
• Proven track record of working within standards-based operations environments.
• Able to communicate in fluent English, any other language is a plus.
• Demonstrated ability to matrix manage across the business to achieve maximum results for clients.
• Significant experience in managing escalated incidents through to resolution.
• Ability to operate within an engineering and Senior Management environment.
• University degree preferred or equivalent work experience.
• Certification in ITIL Foundation level or above would be a distinct advantage.
• CCNA is a plus.
• Occasional traveling up to 20%.

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain.

The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 24-06-2024