Work under the direction / guidance of the Cloud Operations Center Manager, the Support for Cloud Service Management will perform the following activities:

ITSM Support:

• Provide support for ITSM processes, including incident, problem, and change management;
• Ensure adherence to ITSM best practices and policies;
• Assist in documenting ITSM activities and maintaining process efficiency;
• Collaborate with internal teams to improve IT service delivery.

Reporting & Dashboarding:

• Develop and maintain dashboards to track operational and financial metrics;
• Generate reports on system performance, incident trends, and cloud expenditures;
• Work with stakeholders to define key performance indicators (KPIs);
• Utilize reporting tools to provide insights and recommendations for improvements.

Financial Operations in Public Cloud:

• Monitor and manage cloud expenses across multiple cloud providers (i.e. AWS, Azure,);
• Track and analyse cloud resource usage and cost allocation;
• Implement cost optimization strategies in coordination with engineering and finance teams.

Financial Management:

• Support budget planning and forecasting for cloud expenditures;
• Assist in invoice processing, reconciliation, and financial reporting;
• Work with procurement and finance teams to manage vendor contracts and cloud service agreements;
• Ensure compliance with financial governance policies related to cloud spending.

Change Management:

• Supports and monitors the implementation of IT service changes and procedures;
• Determines methods and processes for IT service changes;
• Provides status reports for implemented IT service changes to senior management;
• Generates schedule and time estimates for IT service changes. The contractor will be part of a team that will play a key part in maintaining operational efficiency and financial accountability within the cloud environment. The contractor will work remotely, providing services during core working hours of the Cloud Operations Center team (Brussels / BEL).