Service Manager

Xedis; Brussel Hoofdstad; Hybride; EUR 111 000 - 185 000; Temps partiel

Résumé du poste

Xedis is seeking a Senior SIAM / ITSM Operations Expert to support a major Belgian railway organisation in Brussels. Hybrid/onsite setup, with strong emphasis on governance, service integration, and process improvement across a complex multi-vendor IT environment.

The role requires deep IT operations experience, ITIL 4 and SIAM certifications, and the ability to collaborate with leaders, suppliers, and stakeholders to deliver measurable improvements in service delivery and performance.

Qualifications

• Extensive IT operations and service management experience.
• Experience in multi-vendor environments and governance.
• Strong ability to define and implement ITIL/ITSM processes.

Responsabilités

• Define and improve the IT Operations strategy and operating model.
• Design and implement governance frameworks and decision structures.
• Drive SIAM adoption across internal teams and external providers.
• Enhance ITIL/ITSM process maturity across the service lifecycle.
• Coordinate activities among service managers, suppliers, and internal teams.
• Support supplier governance, SLA/OLA tracking and reporting.
• Lead or support service transition activities and supplier onboarding.
• Prepare operational dashboards and executive summaries.
• Identify opportunities for process optimization and automation.
• Advise IT Operations leadership on governance and transformation.

Connaissances

Stakeholder management

Communication skills

Presentation skills

Influence without authority

Structured, pragmatic mindset

Formation

ITIL 4 certification

SIAM Foundation

SIAM Professional certification

Outils

ServiceNow

ITSM tooling

Description du poste

Senior SIAM / ITSM Operations Expert

Location: Brussels – Hybrid / On-site

Company Description

Xedis is a boutique IT management consulting firm supporting clients in complex IT environments. We help organisations bring structure, governance and operational maturity to their IT organisation, with a strong focus on IT strategy, service management, sourcing, SIAM, governance, project and portfolio management, and digital transformation.

We work with senior consultants who combine strategic thinking with hands‑on execution. Our consultants support clients in improving their operating models, strengthening collaboration between internal teams and external providers, and making IT service delivery more transparent, reliable and manageable.

Job Description

We are looking for a highly experienced Senior SIAM / ITSM Operations Expert to support a major Belgian railway organisation in a complex, multi-vendor IT environment.

The assignment focuses on strengthening the operational and service management side of IT. You will help define and improve operational governance, service integration, ITIL/ITSM processes, supplier coordination, service transition and operational performance management.

You will work closely with IT operations leadership, service managers, internal teams, suppliers, architects and business stakeholders. The role requires someone who can combine strong operational experience with a structured, pragmatic approach to governance, process improvement and service integration.

This is a senior assignment for someone who understands how IT operations work in practice and who can help bring clarity, accountability and structure in a complex multi-supplier environment.

Key Responsibilities

• Support the definition and improvement of the IT Operations strategy and operating model
• Design, establish and improve operational governance frameworks and decision‑making structures
• Drive the implementation and continuous improvement of SIAM principles across internal teams and external providers
• Improve ITIL/ITSM process maturity across the IT service lifecycle
• Coordinate operational activities across service managers, suppliers, outsourcing partners and internal teams
• Support supplier governance, service performance management, SLA/OLA follow-up and operational reporting
• Lead or support service transition activities, supplier onboarding and operational handovers
• Prepare operational dashboards, management reports and executive presentations
• Identify opportunities for process optimisation, standardisation, automation and continuous improvement
• Act as a trusted advisor to IT Operations leadership on governance, service integration and operational transformation

Requirements

• Minimum 15 years of professional IT experience
• Minimum 10 years of experience in IT Operations, IT Service Management or a similar role
• Strong experience with ITSM frameworks, especially ITIL 4
• Proven experience with SIAM or service integration in a multi-vendor environment
• Experience designing or improving IT operating models, governance frameworks and operational processes
• Experience with supplier governance, outsourcing, contract follow-up and operational performance management
• Experience with service transition, supplier onboarding or operational handover
• Strong stakeholder management skills across business, IT, operational and supplier organisations
• Ability to influence and coordinate teams without direct hierarchical authority
• Structured, pragmatic and result-oriented mindset
• Strong communication and presentation skills
• Experience with ServiceNow or a comparable ITSM platform is an asset
• Public‑sector, regulated‑environment or large enterprise experience is an advantage
• ITIL 4 certification is required or strongly preferred
• SIAM Foundation or SIAM Professional certification is a strong asset

Languages

• Dutch, French and English are required
• Ideally strong Dutch, with French and English at professional working level
• Strong French with Dutch and English at professional working level can also be considered

Practical Information

• Location: Brussels
• Hybrid setup, with on‑site presence required
• On‑site presence in Brussels at least two days per week
• Thursday on‑site availability is mandatory
• Start: as soon as possible
• Employment type: freelance or consulting assignment