Service Manager for Managed Security Services

HumanInTech; Brussel Hoofdstad; Hybrid; EUR 70,000 - 100,000; Part time

Job summary

HumanInTech seeks an experienced Service Manager to lead governance for a Belgian public-sector platform, guiding the transition from build to operations. You will be the primary client contact for governance, organize decisions, clarify responsibilities and ensure transparent tracking of commitments, risks, changes and incidents.

Your duties include facilitating governance workshops, aligning processes with the supplier, documenting the ServiceNow environment and producing governance reports.

Qualifications

• At least 6 years in IT service management, governance, operations or cybersecurity.
• Experience as Service Manager or equivalent client-side role (5+ years).
• Proven ability to manage managed services with SLAs, KPIs, reviews and supplier governance.
• Experience with ITSM processes: incidents, problems, changes, requests, releases, configuration, continual improvement.
• Experience building or validating TOM, RACI, runbooks and escalation models.
• Experience in complex cybersecurity environments with multiple stakeholders.

Responsibilities

• Lead governance activities: TOM, RACI, access models, change management, incident handling and escalation paths.
• Prepare decision points, document outcomes and obtain formal validation from authorities.
• Maintain governance forums, rituals, participants, mandates, frequencies and escalation mechanisms.
• Ensure coherence across work packages and track cross-cutting dependencies.
• Manage service delivery interface with the supplier's Service Delivery Manager and internal stakeholders.
• Document ServiceNow environment, processes and impact of shared environments.
• Align client and supplier processes for incidents, changes, releases, access and escalations.
• Organise service reviews, analyze KPIs and SLAs, track deviations and drive improvement plans.
• Maintain the service catalogue, contacts, coverage hours and escalation rules.
• Coordinate testing, production releases, acceptance and transition to run.
• Produce concise governance reports for management and escalation decisions.

Skills

IT governance

ITIL 4

ServiceNow

Stakeholder management

Risk management

Governance workshops

Education

Bachelor's degree or higher in IT/CS

Tools

ServiceNow

Job description

What you will do

A Belgian public-sector organisation is implementing a managed security services platform and needs an experienced Service Manager to lead the governance and prepare the transition from build to operations. You will act as the primary client contact for service governance, organising decisions, clarifying responsibilities and ensuring that commitments, risks, changes, incidents and dependencies are tracked and managed transparently.

Your main responsibilities include:

• Facilitate governance workshops covering the Target Operating Model (TOM), RACI matrices, access models, change management, incident handling and escalation paths
• Prepare decision points, document outcomes and secure formal validation from the appropriate authorities
• Define and maintain governance forums, rituals, participants, mandates, frequencies, agendas and escalation mechanisms
• Ensure coherence across different work packages and track cross-cutting dependencies
• Apply the "comply or explain" principle: any deviation must be documented, analysed, approved, time-limited and monitored

You will also manage the service delivery interface:

• Serve as the client point of contact for the supplier's Service Delivery Manager and internal stakeholders
• Document the existing ServiceNow environment, associated processes and the impact of the shared environment
• Align client and supplier processes for incidents, problems, changes, requests, releases, access and escalations
• Validate processes, use cases, production readiness criteria and support arrangements functionally
• Organise service reviews, analyse KPIs and SLAs, track deviations and steer improvement plans
• Maintain the service catalogue, service ownership, contacts, coverage hours and escalation rules

Operational coordination is a key part of the role:

• Identify required experts, secure their participation and coordinate expected contributions from the organisation
• Track actions, milestones, risks, blockers and dependencies with other work packages
• Coordinate preparations for testing, production releases, operational acceptance and transition to run
• Produce concise governance reports for management and escalade decisions not taken within agreed timescales
• Maintain a clear separation between activities retained by the organisation and those delegated to the managed service provider

You will integrate security, continuity, supplier and compliance risks into service governance:

• Ensure application of least privilege, access traceability and oversight of privileged access, in liaison with the relevant owners
• Contribute to tracking security incidents, vulnerabilities, audit recommendations and corrective actions related to the platform
• Link service reviews with security, compliance, risk management and continuity arrangements
• Prepare factual elements needed for risk acceptance, without substituting for the formally authorised risk owner

What we are looking for

Essential experience

• At least 6 years of professional experience in IT service management, IT governance, operations or cybersecurity
• At least 5 years of recent experience in a Service Manager, Service Delivery Manager or equivalent client-side role
• Demonstrable experience establishing or managing managed services with SLAs, KPIs, service reviews and supplier governance
• Practical experience with ITSM processes: incidents, problems, changes, requests, releases, configuration and continual improvement
• Experience building or validating a TOM, RACI matrix, runbooks and an escalation model
• Experience in a complex cybersecurity environment involving multiple suppliers and stakeholders
• Experience preparing decisions and reporting to management or steering committee level

Technical knowledge and skills

• Mastery of ITIL 4 and service lifecycle management principles
• Good knowledge of ServiceNow or an equivalent ITSM tool, its integration and the challenges of shared environments
• Good understanding of managed cybersecurity services: SOC, SIEM, SOAR, MDR, vulnerability management, network security, identity and privileged access
• Good understanding of access governance principles, RBAC, least privilege, PAM/PIM and traceability
• Operational knowledge of NIS2 requirements, ISO 27001 principles and security risk management
• Ability to read and challenge SLAs, KPIs, RACI matrices, runbooks, service reports, test plans and release documentation
• Ability to translate technical and security constraints into decisions, responsibilities, risks and actions understandable by management

Behavioural competencies

• Cross-functional leadership and ability to secure decisions without direct hierarchical authority
• Excellent communication, workshop facilitation, negotiation and conflict management skills
• Documentary rigour, sense of responsibility, results orientation and ability to maintain an overview
• Critical thinking, constructive challenge and ability to distinguish facts, assumptions, risks and decisions
• Comfort in a public-sector, multi-stakeholder, bilingual environment subject to high compliance requirements

Assets and certifications

• ITIL 4 Managing Professional, ITIL Expert or equivalent certification
• ISO 27001 Lead Implementer or Lead Auditor certification
• ServiceNow, COBIT, Prince2, PMP certification or confirmed agile experience
• Experience in Belgian federal administration, a G-Cloud environment or a public procurement managed cybersecurity services contract

Expected deliverables

You will produce and maintain:

• Validated and maintained client TOM; documented governance and escalation paths
• RACI validated by use case and register of service owners
• Runbooks, support model, contacts, hours, escalations and operational acceptance criteria
• Mapping of processes and ServiceNow interfaces; incident, problem, change, request and release flows
• KPI/SLA dashboard, register of actions, decisions, risks, exceptions and dependencies
• Build-to-run transition plan, knowledge transfer plan and handover dossier for the future internal role holder

The setting

This assignment runs from November 2025 to the end of December 2027, a period of 14 months. The role is part‑time (approximately 2/5 FTE), with workload varying according to project phases and operational peaks around workshops, testing and go‑live activities.

The work is hybrid, based in Brussels with partial remote working depending on operational needs.

You will work in a bilingual environment. Good command of French and/or Dutch with good command of the other language is required. Professional English is needed for documentation and supplier exchanges.

Start is planned for early November 2025.

You can join us for this assignment as a freelancer or as an employee of HumanInTech. Same role, same team. If you join as an employee, your employment continues beyond this assignment. When it ends, we’ll work together to find your next assignment.

Location: Brussels, hybrid

Work address: Belgium

Employer / contracting party: HumanInTech

Applications close (Brussels time): November 2, 2026 at 1:00 AM

Engagement: Freelance or employed by HumanInTech

Working hours: Full-time

Experience: 6–10 years or more

Education: Bachelor's or more

Published: October 2026