Senior Operational Officer IT OPS

TiTANS Consulting; Brussel Hoofdstad; Hybride; EUR 90 000 - 140 000; Plein temps

Résumé du poste

TiTANS Consulting is seeking a Senior Operational Officer to strengthen IT Operations and drive governance, service integration, and process improvements across a multi-vendor environment.

The role emphasizes defining governance frameworks, coordinating cross-functional initiatives, and ensuring continuity during service transitions while maintaining operational stability and accountability.

Qualifications

• Extensive IT Operations experience in complex environments.
• Strong ITIL 4, SIAM and governance knowledge.
• Experience implementing multi-vendor service integration and management.

Responsabilités

• Define and evolve IT Operations strategy and operating model.
• Establish governance frameworks, processes, and decision structures across IT Operations.
• Drive SIAM adoption across internal teams and external providers.
• Embed ITIL 4 practices across the service lifecycle to improve maturity and service quality.
• Lead cross-functional transformation with a focus on governance and CSI.

Connaissances

IT Operations

ITIL 4

SIAM

Governance

Service Management

Stakeholder Management

Service Transition

Vendor Coordination

Process Improvement

Leadership

Outils

ServiceNow

ITSM Tools

Description du poste

We are seeking a Senior Operational Officer to strengthen our IT Operations organization and drive operational transformation across a complex, multi-vendor environment. This strategic role is focused on establishing and continuously improving the operational governance, processes, and service integration required to support a modern IT operating model.

The successful candidate will possess extensive experience in IT Operations, with a strong background in Service Integration and Management (SIAM), ITIL 4, operational governance, and service management. Working closely with service managers, operational teams, suppliers, architects, and business stakeholders, the role is responsible for ensuring that operational processes are standardized, governance is effectively implemented, and services are delivered consistently across multiple providers.

A key responsibility is to support the evolution of the IT operating model by defining governance frameworks, coordinating cross-functional operational initiatives, and driving process improvements across the IT service lifecycle. The role also plays a central part in transition activities, ensuring that new services, suppliers, and operational responsibilities are introduced into the organization in a controlled and structured manner, while maintaining service continuity and operational stability.

Success in this role depends on combining strategic thinking with operational execution, enabling collaboration across internal teams and external suppliers while fostering a culture of continuous improvement, accountability, and operational excellence.

Key responsibilities

• Support the Head of IT Operations in defining, implementing, and continuously evolving the IT Operations strategy and operating model to achieve operational excellence.
• Design, establish, and maintain governance frameworks, operational processes, and decision-making structures across the IT Operations organization.
• Drive the implementation and continuous improvement of Service Integration and Management (SIAM) principles, ensuring effective collaboration across internal teams and multiple service providers.
• Promote and embed ITIL 4 best practices across the IT service lifecycle, improving process maturity, service quality, and operational efficiency.
• Lead operational transformation initiatives, identifying opportunities for process optimization, automation, standardization, and continuous service improvement.
• Establish governance forums, performance reporting, and operational review meetings to monitor service performance, risks, compliance, and improvement initiatives.
• Define and monitor operational KPIs, SLAs, OLAs, and supplier performance metrics, ensuring contractual obligations and service commitments are consistently achieved.
• Coordinate operational activities across internal stakeholders, outsourcing partners, and offshore teams to ensure effective service integration and delivery.
• Lead the operational onboarding of new suppliers and services, ensuring governance, processes, documentation, tooling, and responsibilities are fully integrated into the operating model.
• Coordinate service transition activities, including operational readiness assessments, knowledge transfer, documentation validation, service acceptance, and the controlled handover of services to operational teams.
• Ensure transition activities are executed with minimal disruption to business operations by proactively managing risks, dependencies, issues, and stakeholder communication throughout the transition lifecycle.
• Support contract governance by monitoring supplier compliance, operational deliverables, service quality, and contractual commitments throughout the service lifecycle.
• Prepare management reports, operational dashboards, and executive presentations to support decision-making and provide visibility into operational performance, transformation progress, and governance outcomes.
• Act as a trusted advisor to the Head of IT Operations, contributing to strategic planning, organizational transformation, operational governance, and continuous improvement initiatives.

Required Skills & Qualifications

• Extensive experience in IT Operations within complex enterprise environments.
• Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL 4, and their practical application.
• Proven experience implementing and operating Service Integration and Management (SIAM) principles in multi-vendor environments.
• Experience designing and implementing IT operating models, governance frameworks, and operational processes.
• Demonstrated experience managing operational transformation initiatives involving multiple stakeholders and suppliers.
• Strong knowledge of supplier governance, contract management, service integration, and operational performance management.
• Experience coordinating service transitions, supplier onboarding, and operational handovers while ensuring business continuity.
• Experience defining, measuring, and improving operational KPIs, SLAs, OLAs, and Continuous Service Improvement (CSI) initiatives.
• Familiarity with public-sector governance, procurement processes, and regulated environments is considered an asset.
• ITIL 4 certification is strongly preferred.
• SIAM Foundation or Professional certification is considered an asset.
• Six Sigma Green Belt or Black Belt certification is considered an advantage.
• Strong operational leadership with a focus on governance, process excellence, and continuous improvement.
• Excellent stakeholder management skills across business, operational, technical, and supplier organizations.
• Ability to influence and coordinate cross-functional teams without direct hierarchical authority.
• Strong analytical, organizational, and problem-solving capabilities.
• Excellent communication and presentation skills, both written and verbal.
• Ability to manage multiple priorities within a complex, multi-supplier environment.
• Structured, pragmatic, and results-oriented mindset.
• Strong risk management and decision-making capabilities.
• Ability to balance strategic objectives with operational execution.
• High degree of ownership, accountability, and resilience in demanding operational environments.

CONFORMITY CRITERIA

• Minimum 15 years of professional IT experience.
• Minimum 10 years of experience in IT Operations or IT Service Management.
• Proven experience implementing or operating SIAM, demonstrated through at least one assignment in a multi-vendor sourcing environment.
• Proven experience establishing or significantly improving operational governance frameworks and IT service management processes, demonstrated through at least one assignment in a complex IT environment involving multiple internal stakeholders and external service providers.
• Proven experience leading at least one operational transformation or large-scale IT outsourcing initiative, involving multiple internal teams and external service providers.
• Demonstrated experience coordinating at least one service transition, supplier onboarding program or operational handovers, including responsibility for planning, governance, stakeholder coordination, risk management and operational acceptance.
• At least three years of practical experience applying ITIL processes and service lifecycle management in an IT operations environment. The candidate must hold a valid ITIL 4 Foundation certification or higher.
• Fluent in Dutch, French, and English (spoken and written). Dutch or French at C1/C2 level, the second national language at minimum B2 level, and English at minimum B2 level.
• Available to work on-site in Brussels at least two days per week (Thursday mandatory).

EVALUATION CRITERIA

• Demonstrated experience designing and implementing enterprise IT operating models, including at least one assignment completed or ongoing within the past five years. Describe your role, the operating model components delivered and the implementation scope.
• Depth and relevance of experience with SIAM implementation and multi-supplier governance, demonstrated through an assignment involving at least three external IT service providers.
• Experience defining or significantly optimizing operational governance, demonstrated through at least one assignment covering governance structures, KPIs, SLAs, OLAs, service-reporting and continual improvement.
• Proven track record leading operational transformation programs in complex enterprise organizations, defined as an organization with multiple business or technical domains, and several internal and external delivery parties.
• Experience managing outsourcing contracts, supplier performance, and operational compliance.
• Experience coordinating transition programs involving multiple suppliers while maintaining operational continuity involving at least three internal or external deliver.
• Hands-on experience with ServiceNow or comparable enterprise ITSM platforms in at least one assignment within the past five years. Higher scores are awarded for ServiceNow experience involving process implementation, governance, reporting or multi-supplier integration rather than tool usage alone.
• Demonstrated ability to influence senior stakeholders and drive organizational change across technical and business domains, involving management-level or executive stakeholders. Describe your role in decision-making, stakeholder alignment, resistance management, communication and adoption.