Service Level Manager

V-IT NV; Brussel; Sur place; EUR 70 000 - 95 000; Plein temps

Résumé du poste

V-IT NV in Brussels is seeking a Service Level Manager to oversee a portfolio of contracts and ensure service performance and governance across the delivery organization.

You'll lead SLAs, coordinate major contracts, and work with IT leads, Legal, and SRE to ensure secure, compliant services while adapting to a fast-changing environment. This fixed-term role requires on-site days Monday andTuesday.

Qualifications

• Master level or equivalent by experience.
• Up to 5 years of relevant work experience in a similar environment.
• Good knowledge of English; French or Dutch is advantageous.
• Ability to multi-task and prioritize independently.

Responsabilités

• Manage a portfolio of Third Party and Intragroup contracts and negotiate service-level agreements.
• Plan, coordinate, and supervise activities relating to major contracts.
• Identify contract requirements and write specifications for existing and/or new contracts.
• Advise and support IT Area Leads, Product Managers, and the delivery organization in providing mature, reliable, secure, and compliant services throughout their lifecycle.
• Monitor performance and cost against agreed SLAs and KPIs, including invoice vs. actuals, and monitor risks such as business continuity and service disruptions.
• Contribute to the continuous improvement of services, tools, processes, and procedures used by the delivery organization.
• Monitor compliance with processes, policies, control standards, and procedures, identifying and addressing any deviations and inefficiencies.
• Ensure service governance is defined and implemented.
• Address and resolve escalations or disputes related to service delivery.
• Ensure regular reviews are held and support audits to ensure compliance and quality.
• Ensure close collaboration with key stakeholders such as CoE Sourcing, OpRes, Procurement, Legal, CISO, and SRE.

Connaissances

Contract management

Vendor management

Stakeholder management

Policy governance

Formation

Master's degree

Description du poste

Job Title: Service Level Manager

Start Date: 14/09/2026

End Date: 31/12/2026 (extendable)

Location: Brussels

On-Site Requirements: Fixed days: Monday and Tuesday on site (50%)

Key Responsibilities:

• Manage a portfolio of Third Party and Intragroup contracts/services and negotiate service-level agreements.
• Plan, coordinate, and supervise activities relating to major contracts.
• Identify contract requirements and write specifications for existing and/or new contracts.
• Advise and support IT Area Leads, Product Managers, and the delivery organization in providing mature, reliant, secure, and compliant services throughout their lifecycle.
• Monitor performance and cost against agreed SLAs and KPIs, including invoice vs. actuals, and monitor risks such as business continuity and service disruptions.
• Contribute to the continuous improvement of services, tools, processes, and procedures used by the delivery organization.
• Monitor compliance with processes, policies, control standards, and procedures, identifying and addressing any deviations and inefficiencies.
• Ensure service governance is defined and implemented.
• Address and resolve escalations or disputes related to service delivery.
• Ensure regular reviews are held and support audits to ensure compliance and quality.
• Ensure close collaboration with key stakeholders such as CoE Sourcing, OpRes, Procurement, Legal, CISO, and SRE.

Qualifications and Experience:

• Master level or equivalent by experience.
• Up to 5 years of relevant work experience in a similar environment and industry.
• Good knowledge of English, with additional knowledge of French or Dutch being advantageous.
• Ability to multi-task and set and manage priorities independently.

Desired Skills:

• Strong customer relationship management and delivery of customer-centric solutions.
• Comfort with complex policy, process, and people-related organizational dynamics.
• Ability to plan and prioritize work to meet commitments aligned with organizational goals.
• Enthusiasm for taking on new opportunities and challenges with urgency and high energy.

Please note that this position requires a proactive and collaborative individual who is eager to propose creative solutions and challenge the status quo in a fast-changing and complex environment.