Service Operations Manager

Sopra Steria USA; Brussel Hoofdstad; Hybride; EUR 85 000 - 120 000; Plein temps

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.

Connaissances

ITIL

SLA/KPI management

Stakeholder management

Team leadership

ServiceNow

English

Dutch and French

Formation

Master or Bachelor in IT or related

Outils

ServiceNow

Description du poste

Company Description

Sopra Steria offers tailored, end-to-endcorporate technology and software solutionsto help clients make bold choices and deliverresults. Successfully so! With more than 51.000colleagues in nearly 30 countries, we rank as Europe's leading digital solutions provider.Some of the most successful companies inEurope rely on our technology due to ourcommitment to innovation, collaboration, andvalue in business development. The world is how we shape it. Let's shape it together.

Job Description

The Service Operations Manager oversees Service Desk and Workplace Services, ensuring stable delivery, SLA achievement, effective governance, escalation management and continuous improvement across internal and external providers.

Key Responsibilities

• 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.

Qualifications

We're seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria, you'll have the opportunity to grow your skills in a constructive, collaborative team environment, working on impactful projects that drive change for our clients. If you thrive on challenge and meet (most of) the qualifications below, we look forward to your application!

• Relevant 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.

What to expect from working at Sopra Steria

Become part of a major Tech player in Europe that is recognised for consulting, digital services and software development. Work among high-level professionals who dare to make bold choices to deliver results.

Additionally, you'll join the Business Line DPS (Digital Platform Services). DPS operates in the industrial, life sciences, public and finance sectors and is focused on core IT, from the front-end to the backend of business platforms. With our services, we ensure the continuity of processes and optimize customers' IT strategy, so they benefit from technological capabilities, control their costs and make platforms current and profitable.

This is you'll get from us

Doing what you love? It's not just a myth at Sopra Steria. Start your way to excellence with the Sopra Steria Academy. Here, experts and coaches push you to be the best version of yourself. But you're also your own coach, making use of our portfolio of more than 250 (digital) training sessions. Of course, we want you to feel supported and comfortable. That's why we offer a flexible working arrangement so you can work in an environment that inspires you.

We offer a generous employee benefits package that includes:

• A company car or mobility budget
• Laptop, phone & phone subscription
• A competitive salary and indefinite contract
• Insurance coverage, meal vouchers, eco-cheques, and more
• Continuous learning opportunities through the Sopra Steria Academy to support your career development

Ready to take the next step?

We're here to support you all the way and we are looking forward to your application!

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All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.