Service Manager

In4Matic; Brussel; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

In4Matic is seeking an IT Service Manager to ensure reliable, high-quality operation of critical digital services. You will bridge IT, business stakeholders, support teams, and external partners to drive day-to-day service management and ongoing IT operations improvements.

Responsibilities include coordinating IT service management activities, implementing ITIL processes, managing L1–L3 support, and tracking SLAs and KPIs.

Qualifications

• 1–4 years experience in IT, IT operations, or service management.
• Good knowledge of ITIL and service-management principles.
• Strong analytical and problem-solving skills with a pragmatic approach.
• Excellent communication and collaboration across teams.

Responsabilités

• Coordinate operational management of IT services including Support and Service Desk.
• Implement ITIL processes: Incident, Problem, Change and Service Request Management.
• Coordinate L1–L3 support and ensure follow-up of incidents and bugs.
• Manage changes and releases with clear communication.
• Track SLAs, KPIs, service quality and operational performance with reporting.
• Act as SPOC between business stakeholders, ICT teams and external suppliers.
• Identify opportunities for continuous improvement and optimize processes.
• Create and maintain operational documentation and service-management guidelines.

Connaissances

ITIL basics

Service management

Incident management

Problem management

Change management

SLA tracking

KPIs reporting

Stakeholder communication

Outils

Microsoft Dynamics

Salesforce

IAM

.NET

Description du poste

We’re looking for an IT Service Manager to join our client’s team and help ensure the reliable, high-quality operation of critical digital services. In this role, you’ll work at the intersection of IT, business stakeholders, support teams, and external partners, contributing to both day-to-day service management and the continuous improvement of IT operations.

Role & Responsibilities

• Coordinate the operational management of IT services, including support and Service Desk activities.
• Implement and maintain ITIL-based processes, including Incident, Problem, Change, and Request Management.
• Coordinate L1, L2, and L3 support activities and ensure effective follow‑up of incidents, issues, and bugs.
• Manage and monitor changes and releases, ensuring appropriate communication and follow‑up.
• Track SLAs, KPIs, service quality, and operational performance, providing regular reporting.
• Act as the SPOC between business stakeholders, ICT teams, and external suppliers.
• Identify opportunities for continuous improvement and contribute to optimizing processes and service delivery.
• Create and maintain operational documentation, procedures, and service‑management guidelines.

Ideal Candidate

• 1-4 years of experience in IT, IT operations, or service management.
• Good foundational knowledge of ITIL and service‑management principles.
• Strong analytical skills and a structured, pragmatic approach to problem solving.
• Excellent communication and collaboration skills, with the ability to work effectively across different teams.
• Independent, well‑organized, and comfortable taking ownership of operational topics.

Technical Environment & Nice-to-Haves

Experience or familiarity with .NET, Data & Services Architecture, Identity & Access Management (IAM), Microsoft Dynamics, and Salesforce is relevant to the environment. An ITIL certification is a strong plus, as is previous experience within a public‑sector environment.

Contactperson & Reference

• Reference #: INW27766
• Pieter Messely
• [e-mail]