Service Level Manager

ASP Belgium; Town of Belgium (WI); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Company car or federal mobility budget

Net expense reimbursement

Daily net allowance

Internet & mobile phone subscription

13th month

Ecocheques

Hospitalization insurance

Group insurance

Job summary

A growing IT services company in the United States is seeking an experienced Service Level Manager. The role emphasizes managing service delivery and implementing ITIL frameworks for continuous improvement. Responsibilities include SLA definition, performance monitoring, and vulnerability management, complemented by a full-time permanent contract and attractive benefits like a company car and insurance. Candidates should have a strong technical background and professional proficiency in Dutch and English.

Qualifications

• Strong experience in IT Service Management and ticketing systems.
• Proficiency in modern workspace and ITIL framework implementation.
• Ability to lead problem management and vulnerability management efforts.
• Knowledge of secure IT practices
• Strong knowledge of Office 365 applications
• Scripting skills: PowerShell
• Strong ITIL framework knowledge
• Documentation
• Problem-solving skills
• Customer focus
• Professional Dutch & English communication (French a plus)

Responsibilities

• Define and monitor SLAs while tracking service performance metrics.
• Oversee modern workspace solutions for employee productivity.
• Lead ITIL implementations to improve service management processes.
• Foster a collaborative and high-performance work environment.
• Vulnerability assessments and timely patching of systems
• Lead problem management and RCA reports for service disruptions
• Manage OS lifecycle, ensuring compliant upgrades and support
• Lead ITIL framework implementation to improve service management
• Foster a collaborative, high‑performance team environment

Skills

Extensive experience with operating systems

IT Service Management (ITSM)

Good knowledge of networks

Knowledge of secure IT practices

Strong knowledge of Office 365 applications

Scripting languages (Powershell)

ITIL Framework experience

Documentation skills

Problem-solving skills

Customer focus

Professional proficiency in Dutch

Professional proficiency in English

Communication skills

Job description

We are looking for an experienced IT professional with a strong technical background who is ready to take the next step in their career. As an experienced system engineer transitioning into the role of Service Level Manager, you will combine hands‑on technical expertise with a solid understanding of ITIL to ensure high‑quality service delivery and continuous improvement.

Tasks and responsibilities

Define Service Level Agreements (SLA’s) & Monitor performance:

• Align service providers with customer expectations
• Track service performance metrics against SLAs and key performance indicators (KPIs)
• Assess the impact of service changes and manage CAB processes

Modern Workspace Management:

• Oversee and optimize modern workspace solutions to enhance employee productivity and collaboration

Vulnerability & Patch Management:

• Manage and oversee vulnerability assessments and ensure timely patching of systems
• Lead problem management efforts and create root cause analysis (RCA) reports for service disruptions
• Manage the life‑cycle of operating systems, ensuring compliance with upgrade and support policies

ITIL Implementation:

• Lead the implementation of ITIL frameworks to improve service management processes and ensure best practices

People Management

• Fostering a collaborative and high‑performance work environment

How do you qualify for this position?

Hard Skills

• Extensive experience with operating systems
• IT Service Management (ITSM) and ticketing systems
• Good knowledge of networks
• Knowledge of secure IT practices
• Strong knowledge of Office 365 applications
• Strong background in scripting languages (e.g. Powershell)
• Strong knowledge and experience with the ITIL Framework
• Documentation
• Problem‑solving skills
• Customer Focus
• Communication Skills: Professional proficiency in Dutch & English; French is a plus

Our proposition

• Permanent contract of indefinite duration & full‑time job
• Fringe benefits: company car or federal mobility budget, net expense reimbursement, daily net allowance, internet & mobile phone subscription, 13th month, ecocheques, hospitalization insurance, group insurance

We are a growing company . You can grow with us .

We consider that continuous training is vital

You will receive formal trainings to become a certified and recognized expert in key technologies such as VMware, Microsoft Azure or Dynatrace that we support. Continuous training is key to your career success and your further growth in our organization. This includes formal training, exchanging knowledge with colleagues/customers, attending events and technologies conferences in Belgium and abroad.

Small is beautiful

We are a 70 people company based in Brussels, with remote offices in Sri Lanka. We operate on a project mode or resource sharing and we focus our work on delivering successful projects and creating high client satisfaction.

Technology is fast‑moving and our strategy is to be pioneer in technologies that we select after careful analysis. Our team builds deep knowledge in the identified technologies and develops innovative products.

Our company culture is filled with #GoodEnergy

ASP offices are open, dynamic spaces designed to foster creativity and collaboration. Remote work is part of our working model. We host regular breakfast events where our employees share knowledge and we organize fun company events. We value hard work, strong communication and the ability to approach challenges with flexibility and good humor.

Interested?

Do you think you fit the profile described above and have we made you enthusiastic? Please fill in this form or send your CV to and motivation letter to Eveline at [e-mail], specifying the position you are applying for.

1.

We will review your application and get back to you as soon as possible.

2.

This is followed by a first online screening with HR, then feedback is forwarded internally if positive we schedule a second interview with our technical colleagues.

3.

If you are convinced and so are we, we will make you an offer to join us.

4.

Proposal accepted? Great! We look forward to a lasting cooperation.