IT Service Manager

Context

The client is looking for an experienced IT Service Delivery Manager with a strong focus on Application Performance Management. The role is end-to-end responsible for the quality, performance and continuous improvement of one or more IT services within a complex and business-critical IT environment. The Service Delivery Manager acts as the central point of contact between business stakeholders, internal IT teams, application teams and external vendors, covering both operational service delivery and structural improvement.

Responsibilities

Ensure end-to-end quality and performance of one or more IT services.
Drive continuous improvement of IT service delivery.
Act as the central point of contact between business stakeholders, internal IT teams, application teams and external vendors.
Ensure agreed SLAs and OLAs are met.
Ensure applications remain performant and available.
Identify and address service risks, recurring problems and structural deficiencies.
Manage operational service delivery and structural service improvements.
Handle complex Service Management escalations involving multiple technical and business stakeholders.
Support monitoring, reporting and performance management activities.
Build consensus across business and IT stakeholders.

Technical skills

Must have

ITIL V4 certification.
Minimum 15 years of IT experience.
Minimum 5 years of experience in strategic or tactical Service Management.
Experience managing external offshore teams.
Experience working within large-scale IT organisations.
Minimum 5 years of experience in the public or semi-public sector.
Minimum 5 years of experience in Application Performance Management.
Minimum B2 level in French, Dutch and English.
Demonstrated ability to work in a trilingual FR/NL/EN environment.
Willingness to be present at the client’s office for up to five days per week when required.

Should have

Strong relevant experience in monitoring, reporting and performance management.
Broad expertise with ServiceNow.
Broad expertise with Jira.
Broad expertise with Confluence.
Demonstrated ability to build consensus across business and IT stakeholders.
Strong experience managing complex Service Management escalations.
Experience coordinating multiple stakeholders in technically and organisationally complex environments.
Experience managing service issues with significant impact on business operations.

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

Contract

Part-time

Location

Brussels

Homeworking

1 day per week

Sector

Transportation

Keywords

You Career Advisor

Julie Huart

Talent Management Officer

j.huart@communityconsulting.be

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