Service Manager

Keystone Solutions; Brussel; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

Keystone Solutions is seeking a Service Manager to oversee the operational management of services related to a central case management system for the judicial domain at a client site. You will ensure service quality, continuity, and ongoing improvements in line with ITIL best practices.

The role requires 1–4 years of IT support or service management experience, basic ITIL knowledge, strong analytical/organizational skills, and good communication.

Qualifications

• 1–4 years of IT support or service management experience.
• Basic knowledge of ITIL principles.
• Strong analytical and organizational skills.
• Good communication and coordination abilities.
• Structured and proactive mindset.

Responsabilités

• Manage daily operations of services (support, service desk).
• Implement and manage ITIL processes (Incident, Problem, Change, Request Management).
• Coordinate Service Desk activities (L1 / L2 / L3 support).
• Monitor and prioritize incidents (bugs) and service requests.
• Manage changes and ensure controlled releases.
• Track SLA/KPI performance and provide reporting.
• Act as the operational point of contact between business, ICT, and vendors.
• Drive continuous service improvement.
• Maintain operational documentation and procedures.

Connaissances

.Net

Data & Services Architecture

Identity and Access Management (IAM)

ITIL

Microsoft Dynamics

Salesforce

Description du poste

Mission Overview:

As part of a consultancy mission at a client site representing Keystone Solutions, the Service Manager is responsible for the operational management of services related to a central case management system for the judicial domain. This role ensures service quality, continuity, and continuous improvement in alignment with ITIL best practices.

Key Responsibilities:

• Manage daily operations of services (support, service desk).
• Implement and manage ITIL processes (Incident, Problem, Change, Request Management).
• Coordinate Service Desk activities (L1 / L2 / L3 support).
• Monitor and prioritize incidents (bugs) and service requests.
• Manage changes and ensure controlled releases.
• Track SLA/KPI performance and provide reporting.
• Act as the operational point of contact between business, ICT, and vendors.
• Drive continuous service improvement.
• Maintain operational documentation and procedures.

Profile:

• 1–4 years of experience in IT support or service management.
• Basic knowledge of ITIL principles.
• Strong analytical and organizational skills.
• Good communication and coordination abilities.
• Structured and proactive mindset.

Nice to have:

• ITIL certification.
• Experience in public sector or judicial environments.

At Keystone Solutions, we offer a dynamic consultancy environment where you will tackle diverse challenges across various client projects. Our commitment to turbo-charged learning ensures that you will have broad professional development opportunities, and we are dedicated to supporting your career growth.

Duration:

As soon as possible - 16/09/2027 12 months (full time)

Skills required:

• .Net - Level: Junior - Most recent: Any time
• Data & Services Architecture - Level: Junior - Most recent: Any time
• Identity and Access Management (IAM) - Level: Expert - Most recent: Any time
• ITIL - Level: Junior - Most recent: Any time
• Microsoft Dynamics - Level: Junior - Most recent: Any time
• Salesforce - Level: Expert - Most recent: Any time

Language requirements:

Dutch or French
Level Native
English
Level Active knowledge