Frank Malais

Product Manager Service Integration @Digitaal Vlaanderen

Brussels, BE

As Product Manager, Frank is responsible for Service Integration within the ecosystem of Digitaal Vlaanderen.This includes the following key responsibilities- Frank holds end-to-end responsibility for the management of Service Integration services, ensuring seamless alignment between various services and processes. He works closely with both internal and external teams to deliver high-quality service and maintain strong customer satisfaction- He leads and manages the Service Integration product team within the Partner & Ecosystem division, acting as a people manager and providing clear direction and support- Frank is accountable for the reporting and monitoring of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Where necessary, he identifies go-to-green plans and ensures timely implementation of improvement actions- He oversees the Service Delivery Management of the operations and development services ecosystem, driving performance and consistency across teams- Through various supporting systems such as ServiceNow, Frank ensures that Service Integration and Service Delivery processes are executed with high quality and efficiency across the ecosystem- He supervises compliance with information security requirements, implementing the necessary measures to safeguard data and systems across the ecosystem- Frank ensures that ICT partners meet their contractual obligations by maintaining a clear and effective governance structure- He defines and manages the Service Integration roadmap, applying a co-creation approach in collaboration with stakeholders. As part of this roadmap, he also contributes to the sourcing strategy of Digitaal Vlaanderen.