IT OPS Manager

About Brussels Airlines

Brussels Airlines, part of the Lufthansa Group, is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

As an IT Operations Manager for our value streams you are a key player in delivering real impact in digitizing the travel experience of numerous clients of the Lufthansa Group. You have the responsibility to ensure availability, performance and quality of our products by defining high maturity ITSM processes.

Main tasks & responsibilities

• Designing, aligning and promoting ITSM processes within the Agile Release Train (ART)
• Developing the IT-Operation model for your value stream / ART
• Being part of the community of practice DevSecOPS and Engineering
• Collaborating closely with stakeholders from value streams, product teams, platform teams and IT operation teams
• Coordinating ITSM processes with the product teams in your value stream, ART, service desk and other IT-Operation teams
• Monitoring the incidents and optimize the solution finding
• Coordinating the incident solution finding within the ART and with the 3rd party providers
• Ensuring the documentation (e.g. handling instructions) for the AMS providers
• Continuously improving and adapting the IT-Operation model based on feedback loops
• Coordinating transition to operation and release activities
• Designing and supervising the implementation of the product monitoring strategy

Your profile

What you’ ll need

• Several years of experience in IT-Operation in a complex organization, ideally in the aviation industry
• Several years of experience with ITSM process design, implementation, and improvement
• ITIL experience
• Experience in change management and stakeholder management
• Strong organization, moderation and collaboration skills
• Experience with agile environments, ideally with SAFe and DevOps
• Knowledge in Atlassian Jira and Confluence

Who You are  

• Self-starter – you don’t wait for others to get started. Your self-driven attitude is your natural energy booster, which helps you to move and motivate my teams
• Servant leader – you are excited about the opportunity to break new ground by coaching the ART towards the agile generation of creative ideas and facilitate to bring them into delivering customer value in a fast-changing environment
• Make my hands dirty – you're not afraid of moving things forward by yourself. If the situation requires you step up, drive initiatives and remove impediments.
• People minded – you love to empower people and make them successful
• Passionate – agility is not only a phrase for you, it is your passion and basis of your everyday work
• Mastermind - juggling with various teams and partners and managing goals and risks while coaching the teams is what you are here for
• Driven by improvement – you strive to support and coach your teams towards excellence by driving agile transformation and the agile mindset – because you know they can achieve it
• Travel Enthusiast – you love to take a huge part in making the travel experience of Lufthansa Group’s customers as smooth as possible

What we offer

• A permanent contract
• A flexible reward plan that allows you to optimize part of your salary
• A flexible work environment focused on activity-based working and home office possibility
• Travel benefits
• Company car
• Representation & homeworking allowance
• Profit sharing
• Group insurance
• Company medical plan (optional)
• Meal & eco vouchers
• A spot in a very enthusiastic team & a great company to work for