Service Operations Leader — ITIL & Incident Management

Sopra Steria USA

Brussel Hoofdstad

Hybride

EUR 85 000 - 120 000

Plein temps

Il y a 4 jours

Soyez parmi les premiers à postuler

Générateur de candidature

Une candidature complète en une minute — un CV et une lettre de motivation personnalisés, prêts à être envoyés.

Passez les filtres ATS

Avantages offerts par ce poste

Company car

Laptop & phone

Academy trainings

Résumé du poste

Sopra Steria Belgium is seeking an experienced Service Operations Manager to oversee Service Desk and Workplace Services, ensuring SLA achievement and continuous improvement across internal and external providers. You will manage joiner/leaver, asset control, and governance for major incidents and performance reviews.

Ideal candidates have 5+ years in IT service delivery, ITIL v4 certification, and strong stakeholder management.

Qualifications

Master or bachelor’s degree or equivalent experience.
Minimum five years’ experience in IT service delivery or operations, including team coordination.
Strong knowledge of ITIL processes, SLA/KPI management, reporting, escalations and continual improvement (ITIL v4 certification or equivalent).
Experience managing distributed teams and suppliers.
Experience with ITSM tools (preferable ServiceNow).
Language: English, Dutch and French are required (both verbally and in writing).
Customer-focused ownership and strong stakeholder management.
Clear communication and data-driven decision-making.
Commercial awareness and ability to work across distributed teams.

Responsabilités

Oversee daily Service Desk, workplace support, joiner/leaver, asset and stock services.
Monitor demand, backlogs, resources and risks, coordinating corrective action.
Ensure compliance with scope, SLAs, KPIs, security requirements and procedures.
Coordinate teams and providers while maintaining service, ticket, knowledge, CMDB and asset controls.
Act as the operational contact for major issues, risks and escalations.
Coordinate resolver groups and providers during significant incidents and outages.
Ensure clear ownership, timely updates and documented follow-up.
Support continuity readiness and elevate contractual, commercial or security risks.
Guide team leads and coordinators, promoting accountability and customer focus.
Support capacity, skills, backup and onboarding arrangements.
Monitor supplier performance and address missed commitments.
Monitor performance through ITSM data, trends and risks.
Prepare concise reports and action plans for service reviews.
Lead governance meetings, maintain actions and communicate clearly with stakeholders.
Keep governance documentation aligned with service changes.
Identify and deliver measurable improvements in quality, user experience, automation and efficiency.
Ensure new or changed services meet operational acceptance and handover criteria.