The organisation is a public-sector IT operator responsible for designing, running and evolving information systems that support administrations and institutions in the French-speaking community. This Service Manager role exists to ensure agreed services for a defined portfolio of beneficiaries run to expected quality levels, with a particular focus on service management (ITIL) practices and ITSM tooling such as ServiceNow, plus operational monitoring of SLA and KPI.
The mission
The immediate project context is operational service delivery and the transition of project deliverables into steady RUN. Services in the portfolio include user support, application operations and platform components; you will work with project teams, competence centres and support teams to define acceptance criteria and operational handover. Reporting cadence is monthly and deliverables include a monthly dashboard with the three key KPIs, a service readiness checklist and committee materials.
Day to day you will run service governance with beneficiaries, track incidents and requests from a beneficiary perspective, and coordinate corrective actions to restore or improve service quality. You will own the service readiness process for releases entering RUN, verify operation and support models are in place, and manage escalations and complaints through to closure. You will not be a single-person operations team; you will coordinate across contributors and present results in service committees.
Your responsibilities
- Drive service governance with beneficiaries, producing agendas, minutes, action plans and an escalation register that stakeholders can act on
- Ensure operational quality by monitoring SLA and KPI trends, initiating corrective actions and tracking their closure with contributing teams
- Validate and approve service readiness for project deliverables, including runbooks, support model, monitoring/alerting and security/continuity requirements
- Coordinate and resolve escalations and complaints, managing qualification, cross-team coordination and follow-up until closure
- Produce a monthly dashboard and concise committee reporting that highlights the three KPI, major incidents and improvement actions
- Support continuous improvement by identifying recurring problems and feeding change proposals into the change and problem processes
Your profile
Essential skills
- Demonstrable capability in service management using ITIL practices, especially Incident, Request, Problem and Change processes
- Proven experience using an ITSM/ticketing tool such as ServiceNow or an equivalent, including ticket data governance for reporting
- Ability to monitor and interpret SLA and KPI data to drive decisions and corrective actions
- Familiarity with Office 365 for stakeholder communication and documentation
- Strong stakeholder management and governance skills, able to run committees and manage cross-team follow-up
Preferred skills
- Experience with monitoring and supervision tools and configuring alerts
- Practice in defining operational acceptance criteria and running handovers from project to RUN
Education
- Degree in IT, engineering or equivalent practical experience