Service Manager SECaaS2

Keystone Solutions; Brussel Hoofdstad; On-site; EUR 90,000 - 120,000; Part time

Job summary

Keystone Solutions seeks an experienced Service Manager to govern a managed services project at a client site, overseeing transitions from construction to operations and ensuring governance efficacy.

The role requires extensive IT governance, ITIL 4 knowledge, and strong stakeholder and cross-functional coordination to deliver TOM, RACI, and runbooks with KPI dashboards.

Qualifications

• 6+ years in IT service management, governance, operations, or cybersecurity.
• 5+ years in a Service Manager or equivalent on the client side.
• Experience with establishing or managing services with SLAs, KPIs, and governance.

Responsibilities

• Act as the primary client contact for service governance and decision ownership.
• Develop and maintain a Target Operating Model (TOM) that is documented, validated, and operational.
• Establish a validated RACI matrix identifying service owners, decision-makers, contributors, and escalation paths.
• Ensure consistency across work packages and manage cross-dependencies.

Skills

IT governance

ITIL 4

Service management

SLA & KPI governance

RACI and TOM

Cybersecurity awareness

Stakeholder management

Tools

ServiceNow

Job description

Mission Overview:

Keystone Solutions is seeking an experienced consultant to take on the role of Service Manager for a managed services project at a client site. This consultancy mission involves overseeing the governance of services and ensuring a smooth transition from the construction phase to operational management.

Key Responsibilities:

• Act as the primary client contact for service governance, organizing decisions and clarifying responsibilities.
• Develop and maintain a Target Operating Model (TOM) that is documented, validated, and operational.
• Establish a validated RACI matrix identifying service owners, decision-makers, contributors, and escalation paths.
• Ensure consistency across various work packages and manage cross-dependencies.
• Facilitate workshops related to TOM, RACI, access models, changes, incidents, and escalations.
• Document the existing ServiceNow environment and align client and provider processes for incidents, problems, changes, and requests.
• Coordinate operational activities, including identifying necessary experts and managing contributions from stakeholders.
• Produce governance reports for management and elevate decisions that are not made in a timely manner.

Expected Deliverables:

• Validated and maintained TOM; documented governance and escalations.
• RACI validated by use case and service owner registry.
• Runbooks, support model, contacts, and operational acceptance criteria.
• Process mapping and interfaces for ServiceNow; incident, problem, change, request, and production flows.
• KPI/SLA dashboard, action registry, decisions, risks, exceptions, and dependencies.
• Build-to-run transition plan and knowledge transfer documentation for the future internal holder.

Candidate Profile:

• Minimum of 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 or equivalent role on the client side.
• Proven experience in establishing or managing services with SLAs, KPIs, service reviews, and provider governance.
• Practical experience with ITSM processes: incidents, problems, changes, requests, and production.
• Strong understanding of managed cybersecurity services and ITIL 4 principles.

Why Join Keystone Solutions:

As a consultant with Keystone Solutions, you will engage in dynamic projects that offer diverse challenges across various client environments. You will benefit from turbo-charged learning opportunities and a commitment to your career growth.

Duration:

09/11/2026 - 31/12/2027 14 months (part time 2/5)

Skills required:

• Cybersécurité et services SOC/SIEM/MDR - Level: Confirmed - Most recent: Any time
• Gestion des risques et conformité NIS2 - Level: Confirmed - Most recent: Any time
• Gouvernance de services managés - Level: Expert - Most recent: Any time
• IAM, RBAC, PAM/PIM et moindre privilège - Level: Confirmed - Most recent: Any time
• ITSM et intégration ServiceNow - Level: Confirmed - Most recent: Any time
• Service Management / ITIL - Level: Expert - Most recent: Any time
• SLA, KPI et revues de service - Level: Expert - Most recent: Any time
• TOM, RACI et runbooks - Level: Expert - Most recent: Any time

Language requirements:

Dutch Level Active knowledge

English Level Active knowledge

French Level Active knowledge