Freelance IT Service Manager - Hybrid - Long Term

Koda Tech; Brussel; Hybride; EUR 70 000 - 100 000; Temps partiel

Résumé du poste

Koda Tech is seeking a Freelance IT Service Manager to oversee a portfolio of strategic customers and ensure successful delivery of contracted IT services in a hybrid work setting.

You will link customers, operations, technical teams and sales to ensure SLA performance, customer satisfaction and continuous service improvement, with ASAP start and full-time weekly hours. Onsite policy is Brussels, languages English and Dutch or French.

Qualifications

• Experience managing IT services in SLA-driven environments.
• Strong communication and problem-solving skills.
• Knowledge of ITIL is advantageous.

Responsabilités

• Manage strategic customer relationships and contracted services.
• Ensure SLA, KPI, and contractual commitments are consistently achieved.
• Act as the escalation point for critical incidents and service issues.
• Coordinate technical and operational teams to ensure effective service delivery.
• Lead regular service reviews and provide clear performance reporting.
• Maintain visibility of incidents, requests, and escalations through to resolution.
• Identify recurring issues and drive continuous service improvement initiatives.
• Work with Sales and technical teams to identify future customer needs and opportunities.
• Monitor service performance, risks, and customer satisfaction.
• Support contract governance, operational reviews, and service improvement planning.

Connaissances

IT service management

SLA/KPI management

Stakeholder management

ITIL knowledge

Description du poste

Freelance IT Service Manager - Hybrid - Long Term

We are seeking an experienced Freelance Service Manager to manage a portfolio of strategic customers and ensure the successful delivery of contracted IT services. Acting as the key link between customers, operations, technical teams, and sales, you will ensure SLA performance, customer satisfaction, and continuous service improvement.

Responsibilities

• Manage strategic customer relationships and contracted services.
• Ensure SLA, KPI, and contractual commitments are consistently achieved.
• Act as the escalation point for critical incidents and service issues.
• Coordinate technical and operational teams to ensure effective service delivery.
• Lead regular service reviews and provide clear performance reporting.
• Maintain visibility of incidents, requests, and escalations through to resolution.
• Identify recurring issues and drive continuous service improvement initiatives.
• Work with Sales and technical teams to identify future customer needs and opportunities.
• Monitor service performance, risks, and customer satisfaction.
• Support contract governance, operational reviews, and service improvement planning.

Experience

• Strong understanding of IT services and technology environments.
• Experience working within SLA-driven organisations.
• Knowledge of ITIL principles is advantageous.
• Strong communication, stakeholder management, and problem-solving skills.

Additional Details:

• START DATE: ASAP
• CONTRACT: Freelance
• ONSITE POLICY: Brussels
• HOURS PER WEEK: Full time
• LANGUAGES: English and Dutch or French
• INTERVIEW PROCESS: One stage