Service Management Coordinator

Function

We’re looking for an experienced Service Management Coordinator to join our client’s organization and help shape, standardize, and continuously improve Service Management practices across a complex IT environment. Acting as a subject matter expert, you will provide guidance, coaching, and practical support to Service Managers while ensuring that processes remain aligned with recognized frameworks, standards, governance requirements, and industry best practices. This is a strategic and influential role for someone who enjoys bringing structure to complex environments and driving meaningful improvements across IT and business stakeholders.

Role & Responsibilities

You will act as a key point of expertise for Service Management, supporting both operational consistency and the evolution of the organization’s service-oriented operating model. Your responsibilities will include:

• Define, maintain, and continuously improve Service Management processes, practices, and standards.
• Act as a subject matter expert and trusted advisor to Service Managers and relevant stakeholders.
• Provide coaching, mentoring, and guidance to Service Managers to strengthen Service Management maturity.
• Serve as an escalation point for complex or high-impact Service Management issues.
• Analyse complex service-related challenges and facilitate pragmatic, sustainable solutions.
• Support governance, compliance, and audit-related activities.
• Promote consistent application of Service Management frameworks and best practices across teams and partners.
• Work closely with internal stakeholders and external service providers in a multi-vendor environment.
• Facilitate collaboration between business and IT stakeholders and help build consensus around service-related decisions.
• Contribute to the continuous evolution of Service Management capabilities, processes, and ways of working.
• Support the transition towards a mature, service-oriented and multi-vendor operating model.
• Communicate recommendations clearly and influence stakeholders at different organizational levels.

Ideal Profile

You are a senior Service Management professional with extensive experience in strategic and tactical IT Service Management, preferably gained within complex public or semi-public sector environments. You are comfortable operating at a senior stakeholder level and have a proven track record of handling complex escalations, coaching Service Managers, and driving improvements across organizational boundaries.

You bring:

• ITIL v4 certification.
• At least 15 years of overall IT experience, including a minimum of 10 years in strategic or tactical Service Management.
• Extensive experience in complex, multi-vendor IT environments.
• Significant experience within public or semi-public sector organizations.
• A proven track record as an escalation point for complex Service Management issues.
• Strong experience in coaching and mentoring Service Managers.
• Excellent stakeholder management and relationship-building skills.
• Strong presentation, facilitation, negotiation, and influencing capabilities.
• The ability to build consensus between business and IT stakeholders.
• Excellent communication skills and the ability to work effectively in a multilingual environment.

Practical Information

The assignment requires a commitment of approximately 0.8 FTE, with a maximum of 170 working days per year. You should be willing to work on-site in Brussels at least two days per week.

Fluency in French, Dutch, and English is required, with a minimum B2 level in each language and the ability to operate effectively in a three-language professional environment.

Contactperson & Reference

• Reference #: INW27769
• Pieter Messely
• pieter.messely@i4m.be