Impactful IT Service Operations Leader

Sopra Steria; Brussel; Sur place; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Company car

Mobility budget

Laptop

Phone

Phone subscription

Competitive salary

Indefinite contract

Insurance coverage

Meal vouchers

Eco-cheques

Sopra Steria Academy

Résumé du poste

Sopra Steria in Belgium seeks a Service Operations Manager to oversee the Service Desk and Workplace Services, ensuring stable delivery, SLA adherence, and governance across internal and external providers.

You will coordinate teams, monitor performance, manage incidents, and drive continuous improvement, leveraging ITIL knowledge and ITSM tools (ServiceNow). Fluency in English, Dutch and French is required.

Qualifications

• Master's or bachelor’s degree or equivalent experience.
• Minimum three years’ experience in IT service delivery or operations, including team coordination.
• Strong knowledge of ITIL processes, SLA/KPI management, reporting, escalations and continual improvement (ITIL v4 certification or equivalent).
• Experience managing distributed teams and suppliers.
• Language: English, Dutch and French are required (both verbally and in writing).

Responsabilités

• Oversee daily Service Desk, workplace support, joiner/leaver, asset and stock services.
• Monitor demand, backlogs, resources and risks, coordinating corrective action.
• Ensure compliance with scope, SLAs, KPIs, security requirements and procedures.
• Coordinate teams and providers while maintaining service, ticket, knowledge, CMDB and asset controls.
• Act as the operational contact for major issues, risks and escalations.
• Coordinate resolver groups and providers during significant incidents and outages.
• Ensure clear ownership, timely updates and documented follow-up.
• Support continuity readiness and elevate contractual, commercial or security risks.
• Guide team leads and coordinators, promoting accountability and customer focus.
• Support capacity, skills, backup and onboarding arrangements.
• Monitor supplier performance and address missed commitments.
• Monitor performance through ITSM data, trends and risks.
• Prepare concise reports and action plans for service reviews.
• Lead governance meetings, maintain actions and communicate clearly with stakeholders.
• Keep governance documentation aligned with service changes.
• Identify and deliver measurable improvements in quality, user experience, automation and efficiency.
• Ensure new or changed services meet operational acceptance and handover criteria.

Connaissances

ITIL processes

SLA/KPI management

Reporting

Escalations management

Continual improvement

Team coordination

Distributed teams management

Languages: English, Dutch, French

Formation

Master's or Bachelor's degree or equivalent experience

Outils

ServiceNow

Description du poste

Sopra Steria in Belgium seeks a Service Operations Manager to oversee the Service Desk and Workplace Services, ensuring stable delivery, SLA adherence, and governance across internal and external providers.

You will coordinate teams, monitor performance, manage incidents, and drive continuous improvement, leveraging ITIL knowledge and ITSM tools (ServiceNow). Fluency in English, Dutch and French is required.