Service Manager
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We're looking for a senior Service Manager to govern managed cybersecurity services and lead their transition from build to operations.
What you'll do
- Validate the TOM, RACI, runbooks and operational acceptance criteria.
- Align incident, problem, change, request and release processes.
- Lead service reviews using SLA and KPI dashboards.
- Track decisions, risks, exceptions and dependencies across suppliers.
- Coordinate testing, go-live and knowledge transfer to an internal successor.
- Maintain service catalogues, support arrangements and escalation paths.
What you bring
- At least six years in IT service management, governance, operations or cybersecurity.
- At least five years' recent experience as a Service Manager, Service Delivery Manager or equivalent, overseeing outsourced services.
- Experience in managed-service governance and supplier management in complex cybersecurity environments.
- ITIL 4 expertise and hands‑on ITSM, including configuration and continual improvement.
- ServiceNow or equivalent ITSM tools, integrations and shared environments.
- Understanding of SOC, SIEM, SOAR, MDR, vulnerability management and network security.
- Knowledge of IAM, RBAC, least privilege, PAM/PIM and access traceability.
- Operational NIS2 knowledge, ISO 27001 principles, security risk and continuity management.
- Management‑level reporting, decision preparation and constructive challenge of technical documentation.
- Workshop facilitation, negotiation and leadership without direct authority.
- French, B2.
- Dutch, B2.
- English, B2.
Nice to have
- ITIL 4 Managing Professional, ITIL Expert or equivalent certification.
- ISO 27001 Lead Implementer or Lead Auditor certification.
- ServiceNow, COBIT, Prince2 or PMP certification, or proven agile experience.
- G-Cloud experience or public procurement of managed cybersecurity services.
Good to know
- Variable part‑time workload, requiring greater availability during workshops, testing and go‑live.
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