Operational Officer IT OPS

Function

We’re looking for a Senior Operational Officer to join our client’s IT Operations organization and help shape a modern, efficient, and well-governed operating model. This is a strategic yet hands-on role in a complex multi-vendor environment, where you’ll bring together internal teams, external service providers, and business stakeholders to strengthen operational governance, service integration, and continuous improvement.

Role & Responsibilities

• Support the IT Operations leadership in defining and evolving the IT operating model and operational strategy.
• Design and implement governance frameworks, operational processes, decision-making structures, and service management practices.
• Drive the adoption and continuous improvement of Service Integration and Management (SIAM) principles across a multi-provider environment.
• Embed ITIL 4 best practices throughout the IT service lifecycle to improve service quality, process maturity, and operational efficiency.
• Lead operational transformation initiatives focused on process optimization, standardization, automation, and continual service improvement.
• Establish governance forums, operational reviews, dashboards, and reporting structures covering service performance, risks, compliance, and improvement initiatives.
• Define and monitor KPIs, SLAs, OLAs, and supplier performance indicators, ensuring service commitments and contractual obligations are met.
• Coordinate operational activities across internal teams, outsourcing partners, and offshore delivery organizations.
• Lead the operational onboarding of new services and suppliers, ensuring processes, documentation, tooling, responsibilities, and governance are properly integrated.
• Coordinate service transition activities, including operational readiness, knowledge transfer, documentation validation, service acceptance, and handover to operational teams.
• Proactively manage transition risks, dependencies, issues, and stakeholder communication while safeguarding business continuity.
• Support supplier and contract governance by monitoring performance, compliance, deliverables, and contractual commitments.
• Prepare management reporting, operational dashboards, and executive presentations to provide visibility on performance, transformation progress, and governance outcomes.
• Act as a trusted advisor to IT Operations leadership and contribute to strategic planning, organizational change, and operational excellence initiatives.

Profile

The ideal candidate is a senior IT Operations professional with a minimum of 15 years of overall IT experience and at least 10 years in IT Operations or IT Service Management. You have proven experience working in complex enterprise environments and can combine strategic thinking with strong operational execution.

• Proven experience implementing or operating SIAM in a multi-vendor sourcing environment, ideally involving at least three external IT service providers.
• Strong practical knowledge of ITSM and ITIL 4, with at least three years of experience applying ITIL processes and service lifecycle management.
• Valid ITIL 4 Foundation certification or higher.
• Experience designing or significantly improving enterprise IT operating models and operational governance frameworks.
• Proven experience leading operational transformation initiatives or large-scale IT outsourcing programs.
• Strong knowledge of supplier governance, contract management, service integration, operational performance management, and compliance.
• Experience coordinating service transitions, supplier onboarding, and operational handovers involving multiple stakeholders and providers.
• Strong experience defining and improving KPIs, SLAs, OLAs, service reporting, and Continuous Service Improvement (CSI) initiatives.
• Hands-on experience with ServiceNow or a comparable enterprise ITSM platform, particularly for process implementation, governance, reporting, or multi-supplier integration.
• Experience influencing senior stakeholders and driving organizational change across business and technical domains.
• Strong analytical, organizational, risk management, and problem-solving skills.
• Excellent communication and presentation skills.
• Structured, pragmatic, resilient, and results-oriented, with the ability to manage multiple priorities without losing sight of the bigger picture.
• Experience with regulated or public-sector environments is an advantage.
• SIAM Foundation/Professional certification and Six Sigma Green or Black Belt certification are considered assets.
• Fluent in Dutch, French, and English: Dutch or French at C1/C2 level, the other national language at minimum B2, and English at minimum B2.

What You’ll Bring

You’ll be a key driver of operational maturity, helping our client move from fragmented service delivery towards a coordinated and transparent operating model. Your ability to influence without direct authority, align multiple suppliers, manage complex transitions, and turn governance principles into practical ways of working will be essential. The role requires someone who can confidently engage with operational teams as well as management and executive stakeholders, while maintaining a strong focus on service continuity and measurable results.

Practical Details

• Location: Brussels
• On-site presence: minimum 2 days per week
• Thursday on-site presence is mandatory
• The role requires experience operating in complex, multi-supplier environments

Contactperson & Reference

• Reference #: INW27585
• Pieter Messely
• pieter.messely@i4m.be