Incident & Service Manager

Context

The role exists to ensure the continuity of IT services across multiple domains by coordinating incident resolution, minimizing business impact, and improving incident management processes in a complex environment.

Responsibilities

Coordinate end-to-end incident lifecycle from registration to closure
Monitor priorities, impact, and urgency, ensuring SLA compliance
Manage call queues and incident backlogs
Ensure proper execution of incident management processes across internal teams and external vendors
Maintain reporting dashboards (KPIs, trends, backlog evolution)
Identify recurring issues and contribute to problem management
Communicate incident status, escalations, and recovery timelines to stakeholders
Participate in regular meetings with internal teams, vendors, and external stakeholders
Escalate operational issues to Service Delivery Manager when needed
Contribute to continuous improvement of processes and workflows
Support knowledge sharing and analysis of recurring incidents

Technical skills

Must have

Proven experience as Incident Manager (not support role) – 4 years
Experience in Service Management – 3 years
Hands-on experience with ITSM tools (e.g., Omnitracker, ServiceNow)
Experience in incident reporting (trend analysis, dashboards) – 4 years
Strong stakeholder management experience in complex IT environments
Fluent in Dutch or French (C1 level)
Good knowledge of the second national language

Should have

Experience in the Belgian energy sector – 2 years
Experience in Business Analysis
Knowledge of ITIL
Experience with ServiceNow
Experience with Topdesk

Nice to have

Who we are

Community Consulting goes beyond traditional consulting; it’s all about fostering connections in an atmosphere of trust and confidence.

Transparency & Honesty : We say things as they are. Clear communication for seamless collaboration.

#COMMUNITEAM : Work independently, but never alone. Collective intelligence drives us further, faster.

Total Commitment : Always present, always engaged. We find solutions and make sure everyone moves forward together.

Guaranteed Efficiency : No fluff, just results. We act fast, keep our promises, and deliver top quality.

This is our DNA. This is how we make a difference.

Type

Permanent or Freelance

Contract

Full-time

Location

Brussels

Homeworking

2 days per week

Sector

Energy

Keywords

You Career Advisor

Julie Huart

Talent Management Officer

j.huart@communityconsulting.be

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