Incident/release manager @ Itsme

Company Belgian Mobile ID, known for the innovative itsme app, is one of Europe's fastest-growing scale-ups. In 2017, itsme was founded through a unique collaboration of seven Belgian market leaders from the banking and telecommunications sectors with a clear mission: to offer a state-of-the-art digital identity solution to everyone, enabling secure and seamless interaction in the digital space. itsme has fundamentally changed digital interaction in Belgium and has grown into the country's official mobile identity. With the itsme app, citizens can securely identify themselves, approve transactions, and even digitally sign official documents, without the need for card readers, passwords, or tokens. Today, this results in overwhelming success, with usage by 7 million citizens (more than 80% of the adult population in Belgium). More than 1 million actions are performed daily, and the app has been successfully launched in 26 European countries with the ambition to become an international leader. The itsme solution guarantees the highest security through the unique combination of the app, the mobile phone, and biometric or PIN identification. The service is recognized with the Level of Assurance 'High' e-identification means and as a 'qualified' provider of trust services for electronic signatures in the eIDAS regulation, which ensures the strictest security requirements and legal validity. Role The Incident/Release Manager is the strategic anchor figure who safeguards the reliability and trust in itsme's service delivery. Your primary mission is to ensure the unwavering operational continuity, full audit compliance, and long-term predictability of the critical identity platform. You achieve this by strengthening the structure and maturity of the operational processes: You are the Director of Stability who formalizes the processes surrounding the software lifecycle and release coordination, significantly improving the quality and predictability of updates and integrations. Furthermore, you act as the linchpin in incident response: as Incident Manager, you coordinate all communication during outages (involving an on-call role), ensuring technical teams can focus solely on recovery. This work is crucial to eliminate operational debt (ad-hoc practices and documentation gaps). Finally, you are the guarantor of compliance, responsible for monitoring SLAs and leading the preparation and execution of all audits (notably ISO27001). Tasks and responsibilities I. Incident and Problem Management Serve as the first point of contact for all technical inquiries and production outages. Analyze operational problems and ensure they are escalated and directed to the appropriate technical teams for resolution. Coordinate the immediate response during high-priority incidents and manage all internal and external communication to minimize disruption (including potential on-call rotation). Document structural problems and propose sustainable solutions to eliminate recurring operational debt. II. Release Coordination and Quality Control Coordinate the entire IT release process, including application and system updates. Ensure thorough preparation and clear communication to internal teams and external partners before, during, and after releases. Facilitate post-release evaluations to continuously improve the predictability and efficiency of the release process You are the communication link that ensures the seamless and efficient flow of operations. III. Service Quality and Compliance Monitor the quality of service delivery provided by both internal teams and external partners Participate in monthly performance reviews and actively monitor key KPIs and service levels Act as the key support for internal and external audits, specifically demonstrating that processes are correctly followed for ISO27001 compliance Propose and implement improvements to internal processes and those involving customers and suppliers. IV. Cross-Functional Coordination Coordinate the collaboration and workflows between all involved parties, including internal teams (Engineering, Security, Product) and external partners Bridge the gap between IT, service management, and process optimization Maintain clear and up-to-date documentation to ensure transparency and smooth handovers across the operation. Offer Pioneer role in digital identity: You will have a role at the forefront of digital identity innovation within one of Europe's fastest-growing scale-ups. Impact on core security: The opportunity to shape the future of digital interaction. You work on a mission-critical component that will become the new authentication core for 7 million users and set security standards for all of Europe. Structural improvement: You are the key figure in cleaning up and refactoring the existing, complex codebase in preparation for large-scale integration. This is an opportunity to have a lasting structural impact on the platform. Growth environment: Be part of itsme's national and international growth in a fast-paced, high-growth environment. Work environment: A permanent contract with a competitive salary package that reflects your expertise and impact. You work in a fun, enthusiastic, and ambitious team that values collaboration and innovation, with flexible work arrangements, including the possibility of working from home and an office in Brussels. If you're interested please send me a message at bvm@amon.be