Service Manager JustCase

Rhox; Sint-Gillis; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Rhox is implementing JustCase, a central case management system for the judicial domain, and seeks a Service Manager to structure day-to-day ITIL-based service delivery. You will coordinate support, incidents and changes across services linked to .NET, IAM and related tools.

You will work with specialists and ensure operational services align with business needs, governing intake through resolution and controlled release, while monitoring SLA/KPI and producing regular runbooks and reports.

Qualifications

• 1-4 years in IT support or service management.
• Apply basic ITIL principles to incidents, problems, changes and requests.
• Understand dependencies between .NET, IAM, Microsoft Dynamics and Salesforce.
• Analyze tickets and maintain accurate operational follow-up.
• Communicate clearly with business users, ICT teams and suppliers.
• Work independently in a multi-stakeholder setting.

Responsabilités

• Establish and operate ITIL incident, problem, change and request management.
• Coordinate L1–L3 service desk activities with clear ownership.
• Prioritize incidents, bugs and user requests by impact and urgency.
• Coordinate impact assessment, validation, approval and post-implementation follow-up.
• Report on SLA and KPI performance to stakeholders and suppliers.
• Maintain runbooks, workflows and procedures and drive practical improvements.

Connaissances

ITIL knowledge

Incident management

Service coordination

Stakeholder communication

Documentation

Multistakeholder work

Description du poste

A public judicial organisation is establishing JustCase, a central case management system for the judicial domain, with several project components moving into operational IT services. The JustCase Service Manager will structure day-to-day service delivery with ITIL, coordinating support, incidents and changes across services connected to .NET applications and identity and access management (IAM).

The mission

JustCase is being introduced as a central case management system for the judicial domain. The current phase converts delivered project components into stable services with clear ownership, support routes and operational controls. The service landscape includes internal ICT teams, project teams and external suppliers, with L1, L2 and L3 support contributing to resolution.

You will work with specialists in Data & Services Architecture, Microsoft Dynamics and Salesforce, while keeping operational services aligned with business needs.

Your scope covers operational service management from intake through resolution and controlled release. You will coordinate service desk activities, prioritise incidents and bugs, follow user requests and ensure changes are assessed, approved and documented. You will monitor SLA and KPI performance, produce regular reporting and maintain runbooks, workflows and procedures. Your operational view will connect recurring issues and user feedback to the project and technical teams responsible for service improvements.

Your responsibilities

• Establish and operate ITIL Incident, Problem, Change and Request Management processes for JustCase services.
• Coordinate L1, L2 and L3 service desk activities so incidents and requests have clear ownership and timely follow-up.
• Prioritise incidents, bugs and user requests according to business impact, urgency and agreed service levels.
• Control changes and releases by coordinating impact assessment, validation, approval and post-implementation follow-up.
• Report on SLA and KPI performance, highlighting trends, risks and corrective actions for ICT, business stakeholders and suppliers.
• Improve service continuity by maintaining runbooks, workflows and procedures and converting operational findings into practical process improvements.

Your profile

Essential skills

• Bring 1-4 years of experience in IT support, application support or service management, with exposure to operational coordination.
• Apply basic ITIL principles to incident management, problem management, change management and request management.
• Understand how Data & Services Architecture and dependencies between .NET, IAM, Microsoft Dynamics and Salesforce affect support ownership and service continuity.
• Analyse tickets and issues, prioritise work based on impact and urgency, and maintain accurate operational follow-up.
• Communicate clearly with business users, ICT teams, service desk colleagues and external suppliers.
• Work independently and in a multi-stakeholder setting, using a structured approach to documentation, coordination and reporting.