An operator that provides IT services to francophone public administrations runs the shared platforms and application landscapes used by multiple ministries and schools. This Service Manager Senior role exists to keep a defined portfolio of beneficiary services stable and operational, with a focus on IT service management (ITIL) and ITSM tooling such as ServiceNow to drive governance, incident/request/problem/change processes and service readiness for project handovers.
The mission
You will manage the operational quality of a portfolio of beneficiary services delivered to several public administrations. The environment is multi-contributor, involving centres of competence, support teams, operations and project teams; your work ensures that services meet agreed operational expectations and that recurring incidents and service degradations are addressed through controlled improvement trajectories.
On a day-to-day basis you will run service governance (committees, reviews, action plans), control the transition of project deliverables into RUN through a structured service readiness approach, and produce usable reporting for service committees. Deliverables include a monthly dashboard with key KPIs, a service readiness checklist and decision to authorise passage into service, and an escalation register with tracked remediation actions.
Your responsibilities
- Own service governance for your portfolio, convening beneficiary committees, producing agendas and minutes, and driving the action plan to closure.
- Drive service readiness for project handovers, define operational acceptance criteria, validate support models and ensure monitoring and runbooks are in place before go-live.
- Monitor operational performance, analyse ticket and trend data from the ITSM tool, and coordinate corrective actions with contributing teams.
- Manage escalations and complaints, qualify severity, coordinate remediation across teams and follow issues through to closure in committee.
- Produce periodic, decision-focused reporting for service owners, including KPI trends, major incidents and improvement actions.
- Maintain the escalation register and ensure continuous improvement of service processes and controls.
Your profile
Essential skills
- Minimum 10 years in service management or service delivery roles with proven responsibility for a portfolio of services.
- Strong mastery of ITIL practices, specifically Incident, Request, Problem and Change management and service governance.
- Practical experience with an ITSM/ticketing tool such as ServiceNow or equivalent, and with Microsoft 365 for reporting and presentations.
- Demonstrated ability to run service readiness and project-to-service transitions, including handover planning, support model definition and verification of monitoring and documentation.
- Clear beneficiary-facing communication skills, capacity to run committees and present technical impacts as service outcomes.
Preferred skills
- Familiarity with monitoring and supervision tools.
- Project management certification (Prince2 or equivalent) is an asset.
Education
- Bachelor degree in IT, engineering or equivalent professional experience.