Function

We’re looking for a proactive Service Manager to join our client’s growing digital services environment. In this role, you will support the operational management of critical IT services linked to a large-scale enterprise platform used in a complex and highly regulated environment. You will play a central role in ensuring service continuity, maintaining high-quality support processes, and driving continuous service improvement based on ITIL best practices.

The Role

As Service Manager, you will coordinate operational service activities across support teams and external partners while acting as the main point of contact between business stakeholders, ICT teams, and vendors. You will oversee incident handling, change management, service performance, and release coordination to ensure stable and efficient service delivery.

Key Responsibilities

• Manage day-to-day operational IT services, including support and service desk activities
• Implement and maintain ITIL-based processes such as Incident, Problem, Change, and Request Management
• Coordinate Service Desk operations across L1, L2, and L3 support teams
• Monitor, prioritize, and follow up on incidents, bugs, and service requests
• Support release and change management activities to ensure smooth deployments
• Track SLA and KPI performance and provide regular service reporting
• Act as the central point of contact between business teams, ICT stakeholders, and external suppliers
• Drive continuous improvement initiatives for operational processes and service quality
• Create and maintain operational documentation, procedures, and knowledge articles

The Ideal Candidate

• 1 to 4 years of experience in ICT operations or service management
• Basic understanding of ITIL principles and service management practices
• Analytical and structured mindset with strong problem-solving abilities
• Excellent communication and coordination skills with a collaborative attitude
• Able to work independently while maintaining strong organizational focus
• ITIL certification is considered a strong asset
• Previous experience in public sector environments is a plus

Contactperson & Reference

• Reference #: INW26055
• Pieter Messely
• pieter.messely@i4m.be