The Operation service delivery manager oversees together with the incident coordinator the RUN part of the OptiGen vertical. The mission of the OSDM is to follow up all applications that are running in SaaS mode. Without a dedicated team he/she follows up the partnerships and sees that change requests are picked up by the SaaS application in time. Furthermore the OSDM oversees all running applications and infrastructure of the vertical. He/She works together with the incident coordinator on a planning for lifecycle management (applicative and infra) as well as the follow up of DRP plans. He/She works together with the infrastructure team as well as the different vendors and devops teams.
While there are 2 roles, the OSDM as well as the Incident manager both are backup of each other and work together and the difference in name is only to show the primary focus.
The OSDM role needs to gain knowledge of the applications as well as the infrastructure of the domain on a steady pace so that he/she can be part of a 24/7 rotating on call system (dispatching to partners)
Optimization & Generation Department
The ‘OptiGen’ release train provides application Transformation, Build and Run activities to the Power/Gas Optimization and Generation business departments within Luminus. We manage a vast number of applications, ranging from cloud-native custom build applications to SaaS solutions.
Your daily tasks
LCM
- You take ownership to ensure all servers are up to date and plans with the different stakeholders (vendors, devops, …) to schedule updates
- You take ownership to ensure all applications are up to date and plan with the different stakeholders (vendors, devops, …) to schedule updates
- You have an eye for general trends and are able to make proposals on legacy applications
- You verify that the current systems are up to date in terms of security and other policies, and prepare business cases for where/when it’s not
DRP
- You help prepare the DRP (exercise) of one application and/or the DRP (exercise) of the complete domain
- You see that all documentation is up to date
- You oversee the accuracy of RTO/RPO and severity grading of the applications, keep them up to date, and check their viability against the setup
Partnership management
- Given that many applications are of the shelf (third party) software, installed or in a SaaS model you have regular contacts with the vendors to keep up to date with the software evolutions
- You follow up the SLA’s of said third parties/partners
- The OSDM follows up change requests with the partners and their timefull delivery
- You communicate with internal stakeholders on timings for upgrade, deliveries, change needs or testing with the internal users (stakeholders)
- Given that many tools require a Luminus account; you do the off and onboarding of (temporary / 247) accounts for the partners and are spoc for them in terms of needs
- You explain the optigen and Luminus procedures to partners and oversee adherence (for example release process)
- You validate with the IT director budget needs for expected changes (IT or from business stakeholders
- You are aware on how the partner tools integrate within the landscape
Support/incident/24 on 7
- You gain a knowledge of the application landscape and are able to delegate new/open tickets to the specific teams together with the incident coordinator. In case of applications in scope of the “operations” part you sees what you can solve/answer directly and forward to the service contractor else
- You have preferably technical knowledge and are able to read, gather logs and intervene on server level (start/stop processes, test connectivity, …)
- You will be part of a 24/7 (responsible on call) duty where you might investigate issues and sync to the correct other party.
- You have experience with setting up and following up monitoring of systems
Your profile
- You have extensive experience with ITIL.
- Preferably, you have a technical background, with a primary focus on service delivery management.
- You possess an open, growth-oriented mindset and work well in a team.
- You have strong skills in stakeholder and partner management.
- You can quickly process large amounts of information and get up to speed efficiently.
- You communicate effectively and clearly.
- Ideally, you have experience in reading and managing agreements and contracts.
- You are skilled in incident management and problem-solving.
- You are capable of working under pressure and managing multiple priorities.
- You have a proactive approach.
Curious about your benefits and more? Visit our jobsite.