Strategic Service Manager: Managed Security (Public Sector)

HumanInTech; Brussel Hoofdstad; Hybrid; EUR 70,000 - 100,000; Part time

Job summary

HumanInTech seeks an experienced Service Manager to lead governance for a Belgian public-sector platform, guiding the transition from build to operations. You will be the primary client contact for governance, organize decisions, clarify responsibilities and ensure transparent tracking of commitments, risks, changes and incidents.

Your duties include facilitating governance workshops, aligning processes with the supplier, documenting the ServiceNow environment and producing governance reports.

Qualifications

• At least 6 years in IT service management, governance, operations or cybersecurity.
• Experience as Service Manager or equivalent client-side role (5+ years).
• Proven ability to manage managed services with SLAs, KPIs, reviews and supplier governance.
• Experience with ITSM processes: incidents, problems, changes, requests, releases, configuration, continual improvement.
• Experience building or validating TOM, RACI, runbooks and escalation models.
• Experience in complex cybersecurity environments with multiple stakeholders.

Responsibilities

• Lead governance activities: TOM, RACI, access models, change management, incident handling and escalation paths.
• Prepare decision points, document outcomes and obtain formal validation from authorities.
• Maintain governance forums, rituals, participants, mandates, frequencies and escalation mechanisms.
• Ensure coherence across work packages and track cross-cutting dependencies.
• Manage service delivery interface with the supplier's Service Delivery Manager and internal stakeholders.
• Document ServiceNow environment, processes and impact of shared environments.
• Align client and supplier processes for incidents, changes, releases, access and escalations.
• Organise service reviews, analyze KPIs and SLAs, track deviations and drive improvement plans.
• Maintain the service catalogue, contacts, coverage hours and escalation rules.
• Coordinate testing, production releases, acceptance and transition to run.
• Produce concise governance reports for management and escalation decisions.

Skills

IT governance

ITIL 4

ServiceNow

Stakeholder management

Risk management

Governance workshops

Education

Bachelor's degree or higher in IT/CS

Tools

ServiceNow

Job description

HumanInTech seeks an experienced Service Manager to lead governance for a Belgian public-sector platform, guiding the transition from build to operations. You will be the primary client contact for governance, organize decisions, clarify responsibilities and ensure transparent tracking of commitments, risks, changes and incidents.

Your duties include facilitating governance workshops, aligning processes with the supplier, documenting the ServiceNow environment and producing governance reports.