Service Manager

Keystone Solutions; Town of Belgium (WI); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Keystone Solutions is seeking a Service Manager to oversee the operational management of services related to a central case management system for the judicial domain on client-site assignments. You will ensure service quality, continuity, and ongoing improvements in line with ITIL best practices.

The role requires hands-on coordination of L1–L3 support, incident and change management, and strong stakeholder communication to align IT services with business needs.

Qualifications

• 1–4 years of experience in IT support or service management.
• Basic knowledge of ITIL principles.
• Strong analytical and organizational skills.
• Good communication and coordination abilities.
• Structured and proactive mindset.

Responsibilities

• Manage daily operations of services (support, service desk).
• Implement and manage ITIL processes (Incident, Problem, Change, Request Management).
• Coordinate Service Desk activities (L1 / L2 / L3 support).
• Monitor and prioritize incidents (bugs) and service requests.
• Manage changes and ensure controlled releases.
• Track SLA/KPI performance and provide reporting.
• Act as the operational point of contact between business, ICT, and vendors.
• Drive continuous service improvement.
• Maintain operational documentation and procedures.

Skills

1–4 years IT support/service mgmt

Analytical skills

Communication & coordination

Structured, proactive mindset

Education

ITIL certification (nice to have)

Tools

.Net

Data & Services Architecture

Identity and Access Management (IAM)

Microsoft Dynamics

Salesforce

Job description

Mission Overview:

As part of a consultancy mission at a client site representing Keystone Solutions, the Service Manager is responsible for the operational management of services related to a central case management system for the judicial domain. This role ensures service quality, continuity, and continuous improvement in alignment with ITIL best practices.

Key Responsibilities:

• Manage daily operations of services (support, service desk).
• Implement and manage ITIL processes (Incident, Problem, Change, Request Management).
• Coordinate Service Desk activities (L1 / L2 / L3 support).
• Monitor and prioritize incidents (bugs) and service requests.
• Manage changes and ensure controlled releases.
• Track SLA/KPI performance and provide reporting.
• Act as the operational point of contact between business, ICT, and vendors.
• Drive continuous service improvement.
• Maintain operational documentation and procedures.

Profile:

• 1–4 years of experience in IT support or service management.
• Basic knowledge of ITIL principles.
• Strong analytical and organizational skills.
• Good communication and coordination abilities.
• Structured and proactive mindset.

Nice to have:

• ITIL certification.
• Experience in public sector or judicial environments.

At Keystone Solutions, we offer a dynamic consultancy environment where you will tackle diverse challenges across various client projects. Our commitment to turbo-charged learning ensures that you will have broad professional development opportunities, and we are dedicated to supporting your career growth.

Duration:

As soon as possible - 08/11/2026 2 months (full time)

Skills required:

• .Net - Level: Junior - Most recent: Any time
• Data & Services Architecture - Level: Junior - Most recent: Any time
• Identity and Access Management (IAM) - Level: Expert - Most recent: Any time
• ITIL - Level: Junior - Most recent: Any time
• Microsoft Dynamics - Level: Junior - Most recent: Any time
• Salesforce - Level: Expert - Most recent: Any time

Language requirements:

• Dutch or French
• Level Native
• English
• Level Active knowledge