Define Operational and Service Management Models: Develop and implement comprehensive operational and service management models aligned with industry best practices and organizational objectives.

Establish and Enforce SLAs and OLAs: Define, negotiate, and enforce Service Level Agreements and Operational Level Agreements to ensure clear expectations and accountability for service delivery.

Incident and Problem Management: Oversee the incident and problem management processes, ensuring timely resolution of issues and implementation of corrective actions to prevent recurrence.

Service Governance and Quality Control: Implement service governance frameworks to monitor service quality, compliance, and performance, driving continuous improvement initiatives.

Business Continuity Planning (BCP): Develop and maintain business continuity plans to ensure service resilience and rapid recovery in the event of disruptions.

Operational Resilience Strategies: Implement strategies to enhance operational resilience, ensuring the organization's ability to anticipate, prepare for, respond to, and adapt to incremental change and sudden disruptions.

Vendor and Contract Management: Manage relationships with service providers and vendors, including contract negotiations, performance monitoring, and compliance with agreed terms.

Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to monitor service performance, generating regular reports for stakeholders and identifying areas for improvement.

Cost Management in Service Delivery: Design budgeting and cost management for service delivery, ensuring efficient use of resources and alignment with financial objectives.

B2 level of English minimum. Any knowledge of French is an asset.

A minimum of 5-7 years of experience in service management roles, with a focus on operations and service delivery within complex digital environments.

Relevant certifications such as ITIL Foundation, Certified Service Manager (CSM), or Certified Information Systems Manager (CISM) are highly desirable.

Demonstrated experience in managing service operations that require high agility, innovation, and adaptability to change.

English

ITIL

Our client within the European Institutions is currently looking for a Service Manager to work on defining the operational and service management models.

Public

Service Manager

€310 - €355

Location:

Brussels, Belgium

Apply before:

26/05/2025

Project summary

Languages needed

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