IT Service Manager - ITIL & Incident Lead

ITProposal; Brussel; Hybride; EUR 92 000 - 148 000; Plein temps

Résumé du poste

JustCase in Brussels is seeking a Service Manager to oversee daily operations of application services, including support and service desk functions, with a hybrid work arrangement for a 12-month assignment.

The role requires 1–4 years of IT support/service management experience, solid ITIL knowledge, strong coordination skills, and the ability to work with multiple stakeholders. ITIL certification and public/judicial sector experience are nice to have.

Qualifications

• 1–4 years of experience in IT support, ICT or service management.
• Basic knowledge of ITIL principles and service management processes.
• Strong analytical and organizational skills.
• Excellent communication and coordination abilities.
• Structured, proactive and autonomous working style.
• Ability to work effectively with multiple technical and business stakeholders.

Responsabilités

• Manage the daily operations of application services, including support and service desk activities.
• Implement and coordinate ITIL processes, including Incident, Problem, Change and Request Management.
• Coordinate L1 / L2 / L3 support activities.
• Monitor, prioritize and follow up on incidents, bugs and service requests.
• Coordinate changes and controlled releases.
• Define and monitor SLA and KPI performance.
• Produce regular service management reports.
• Act as the operational point of contact between business, ICT teams and suppliers.
• Identify opportunities for continuous improvement of services and processes.
• Maintain operational documentation, procedures, workflows and runbooks.
• Work effectively in a complex, multi-stakeholder IT environment.

Connaissances

Analytical

Organizational

Communication

Coordination

Autonomy

Outils

ITSM tools

Description du poste

JustCase in Brussels is seeking a Service Manager to oversee daily operations of application services, including support and service desk functions, with a hybrid work arrangement for a 12-month assignment.

The role requires 1–4 years of IT support/service management experience, solid ITIL knowledge, strong coordination skills, and the ability to work with multiple stakeholders. ITIL certification and public/judicial sector experience are nice to have.