Service Manager

We're looking for an experienced Service Manager to join our client's team and take ownership of the end-to-end management of supplier-delivered services. In this role, you will act as the central point of contact between internal stakeholders and external suppliers, ensuring service quality, performance and contractual commitments are continuously monitored and improved. You will play a key role in strengthening collaboration, optimizing service delivery and driving operational excellence.

Responsibilities

As Service Manager, you will be responsible for:

• Managing and monitoring supplier contracts, service levels and performance commitments;
• Reviewing, analyzing and challenging SLA and KPI results to ensure agreed service standards are met;
• Preparing and supporting SLA negotiations and contract adjustments;
• Validating service reports, identifying deviations and initiating corrective actions where required;
• Organizing and leading service review meetings with suppliers and internal stakeholders;
• Building strong supplier relationships and ensuring effective collaboration between all parties;
• Preparing performance reports and communicating service trends, risks and improvement opportunities to management, business and IT stakeholders;
• Defining and following up on service improvement plans and ensuring the effectiveness of improvement initiatives;
• Identifying opportunities for service optimization and cost efficiency;
• Advising management on service-related and contractual decisions;
• Ensuring clear governance, structured communication and alignment between internal teams and suppliers.

Technical Profile

The ideal candidate has strong experience in service management and supplier governance, with expertise in:

• Service Management processes and best practices;
• ITIL principles and the complete Service Management lifecycle;
• SLA and KPI management;
• Contract management and supplier relationship management;
• Service performance analysis and reporting;
• Continuous improvement methodologies;
• Stakeholder management and negotiation.

Experience with telecom services and complex supplier environments is considered a strong asset.

The Ideal Candidate

To succeed in this role, you bring:

• At least 5 years of relevant experience in Service Management or supplier management;
• Proven experience managing SLA/KPI performance and contract follow-up in recent assignments;
• Relevant experience as a Service Manager within telecom services or similar environments;
• Strong analytical and result-oriented thinking, with the ability to identify issues and drive improvements;
• Excellent negotiation, influencing and stakeholder management skills;
• Strong communication and reporting abilities, with the capacity to present information clearly to different audiences;
• A proactive mindset and a strong focus on continuous improvement;
• Fluency in Dutch or French, with a strong command of the second national language, and a good level of English;
• Availability to work on-site at our client's offices in Brussels when required.

This opportunity is ideal for a service-oriented professional who combines operational expertise, supplier management skills and a passion for delivering high-quality services in a complex IT environment.