Service Operations Manager — ITIL & SLA Excellence

Sopra Steria; Vlaanderen; Sur place; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Company car

Mobility budget

Laptop

Phone & subscription

Meal vouchers

Eco-cheques

SOPRA Steria Academy

Résumé du poste

Sopra Steria is seeking an Service Operations Manager to oversee the Service Desk and Workplace Services, ensuring stable delivery, SLA achievement and continuous improvement across internal and external providers.

The role requires five years in IT service delivery, strong ITIL expertise and fluency in English, Dutch and French, with leadership across distributed teams and supplier management.

Qualifications

• 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.

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 escalate 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 knowledge

Team coordination

Stakeholder management

Distributed teams

ServiceNow (ITSM)

Languages: English, Dutch, French

Formation

Master's degree or equivalent

Outils

ServiceNow

Description du poste

Sopra Steria is seeking an Service Operations Manager to oversee the Service Desk and Workplace Services, ensuring stable delivery, SLA achievement and continuous improvement across internal and external providers.

The role requires five years in IT service delivery, strong ITIL expertise and fluency in English, Dutch and French, with leadership across distributed teams and supplier management.