Service Delivery Manager - ITIL & Incident Coordination

Rhox; Sint-Gillis; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Rhox is implementing JustCase, a central case management system for the judicial domain, and seeks a Service Manager to structure day-to-day ITIL-based service delivery. You will coordinate support, incidents and changes across services linked to .NET, IAM and related tools.

You will work with specialists and ensure operational services align with business needs, governing intake through resolution and controlled release, while monitoring SLA/KPI and producing regular runbooks and reports.

Qualifications

• 1-4 years in IT support or service management.
• Apply basic ITIL principles to incidents, problems, changes and requests.
• Understand dependencies between .NET, IAM, Microsoft Dynamics and Salesforce.
• Analyze tickets and maintain accurate operational follow-up.
• Communicate clearly with business users, ICT teams and suppliers.
• Work independently in a multi-stakeholder setting.

Responsabilités

• Establish and operate ITIL incident, problem, change and request management.
• Coordinate L1–L3 service desk activities with clear ownership.
• Prioritize incidents, bugs and user requests by impact and urgency.
• Coordinate impact assessment, validation, approval and post-implementation follow-up.
• Report on SLA and KPI performance to stakeholders and suppliers.
• Maintain runbooks, workflows and procedures and drive practical improvements.

Connaissances

ITIL knowledge

Incident management

Service coordination

Stakeholder communication

Documentation

Multistakeholder work

Description du poste

Rhox is implementing JustCase, a central case management system for the judicial domain, and seeks a Service Manager to structure day-to-day ITIL-based service delivery. You will coordinate support, incidents and changes across services linked to .NET, IAM and related tools.

You will work with specialists and ensure operational services align with business needs, governing intake through resolution and controlled release, while monitoring SLA/KPI and producing regular runbooks and reports.