Job Description

Job Title: Service Manager – Digital Case Management Services

Location: Brussels, Belgium (Hybrid)

This role focuses on the operational management and continuous improvement of IT services within a large-scale digital case management environment. The Service Manager ensures service quality, operational continuity, and effective coordination between business teams, ICT departments, service desk teams, and external vendors following ITIL best practices.

Key Responsibilities:

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  Manage daily operations of IT services, support activities, and service desk coordination
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  Implement and maintain ITIL processes including Incident, Problem, Change, and Request Management
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  Coordinate L1, L2, and L3 support activities and ticket follow-up
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  Monitor, prioritize, and resolve incidents, bugs, and service requests
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  Manage change requests and support controlled release processes
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  Track SLA/KPI performance and prepare operational reports
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  Act as the operational point of contact between business, ICT teams, and suppliers
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  Contribute to continuous service and process improvement initiatives
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  Maintain operational documentation, procedures, and workflows

Key Skills Required:

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  IT service management and application support
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  Basic ITIL knowledge and service management processes
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  Incident, change, and problem management
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  Service desk coordination and support operations
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  Understanding of .NET environments, Microsoft Dynamics, and data/service architecture
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  Knowledge of Identity and Access Management (IAM) and Salesforce environments is an advantage

Soft Skills:

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  Strong analytical and organizational abilities
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  Excellent communication and coordination skills
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  Structured, proactive, and solution-oriented mindset
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  Ability to work in complex multi-stakeholder environments
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  Team-oriented with strong attention to service quality

Languages:

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  Dutch or French (native level)
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  English (working knowledge)

Nice to Have:

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  ITIL certification
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  Experience within the public sector or judicial environments

Focus of the Role:

Ensuring reliable, efficient, and high-quality IT service delivery by coordinating support operations, implementing ITIL best practices, and driving continuous improvement across digital case management services.