Service Manager
Job in
Town of Belgium, Belgium, Ozaukee County, Wisconsin, 53004, USA
Listed on 2026-03-06
Listing for:
Madello
Full Time
position Listed on 2026-03-06
Job specializations:
-
IT/Tech
IT Project Manager, IT Support, Systems Analyst, IT Business Analyst
Job Description & How to Apply Below
Bruxelles, Belgium | Posted on 03/02/2026
The role focuses on ITSM governance, service model implementation, tooling mastery (Jira Service Management), SLA/KPI steering, stakeholder coordination, and continuous improvement across cross‑functional teams and external suppliers.
This is a strategic‑operational service delivery leadership role
, positioned between service operations, project delivery, business stakeholders, and technical teams.
- Ensure ITIL processes (Incident, Problem, Change, Request) are not only documented but effectively implemented and operational.
- Establish clear process ownership, escalation paths, and accountability.
- Design and implement a structured service operating model.
- Define RACI matrices, end‑to‑end process flows, governance structures, and decision‑making frameworks.
- Roll out and embed the service model within the organisation.
- Configure workflows, queues, SLAs, dashboards, and reporting structures.
- Automate reporting and improve transparency.
- Drive adoption and correct usage across teams.
- Define meaningful KPIs beyond basic ticket metrics.
- Monitor SLA performance and identify trends.
- Prepare and present service review decks.
- Drive corrective action plans based on performance insights.
- Act as key interface between:
- Strategic Business Partners
- Product teams
- Key users
- Stad Gent / OCMW / internal services
- Balance diplomacy with clarity and decisiveness.
- Coordinate major incidents and cross‑platform escalations.
- Identify bottlenecks and optimise throughput.
- Strengthen process agreements and operational efficiency.
- Apply Lean / Kanban / optimisation principles.
- Manage change lifecycle from intake to production.
- Perform impact assessments and prioritisation.
- Coordinate UAT and go‑live support.
- Align with technical teams and business stakeholders.
- Manage risks, dependencies, and structured follow‑up without becoming a pure project manager.
- Maintain sufficient technical credibility (SAP, HR, Finance, Facilities contexts).
- Minimum 5 years demonstrable experience as Service (Delivery) Manager.
- Strong hands‑on expertise with ITIL processes (Incident, Problem, Change, Request).
- Advanced experience with Jira Service Management.
- Strong experience with SLA/KPI definition and service reporting.
- Experience managing services in complex/matrix organisations.
- Proven stakeholder management experience across business, product teams, and suppliers.
- Experience with change management.
- Demonstrable experience with the relevant technology domain (minimum 8 years exposure).
- Fluent Dutch (CEFR C2).
- Experience as Project Manager.
- Experience in public‑sector environments.
- Experience in SAP environments.
- Experience with Agile methodologies.
- Higher education (Master or Bachelor) in technical/engineering field or equivalent experience.
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