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We're seeking a Support Manager to join our team in Brussels, managing and optimizing IT service delivery for a high-profile project in a dynamic and international environment.
**Role Overview**:
As a Support Manager based in Brussels, you'll lead the management of external contractors responsible for delivering IT services. Your primary responsibility will be ensuring compliance with contractual obligations, maintaining service level agreements (SLAs), and driving continuous improvement in service quality. This role requires a proactive approach to enhancing operational efficiency, collaborating with internal stakeholders, and leveraging your expertise in IT service management.
**Key Responsibilities**:
- Manage relationships with external contractors, ensuring adherence to SLAs and performance metrics.
- Collaborate with internal teams to define service requirements, priorities, and objectives.
- Identify areas for process improvement and implement initiatives to drive operational efficiency.
- Monitor service performance metrics, analyze trends, and take proactive measures to maintain targets.
- Conduct regular meetings with contractors to review performance and drive improvement.
- Oversee incident, problem, and change management processes, ensuring timely resolution and analysis.
- Act as an escalation point for major incidents, ensuring effective stakeholder communication.
- Cultivate strong relationships with internal customers, addressing their needs and ensuring satisfaction.
- Stay updated with industry best practices and drive the adoption of relevant innovations.
**Requirements**:
- Minimum 14 years of experience in IT service management.
- EU Citizenship and ability to perform services within a 2-hour car journey to Brussels.
- Bachelor's degree or equivalent education (Level 6 of the European Qualification Framework).
- Proficiency in ServiceNow and ITIL framework.
- Excellent communication, presentation, and interpersonal skills.
- Proven ability to work effectively in multicultural and international settings.
**Certifications (Optional Advantage)**:
- ITIL Certification
**Benefits**:
- Engage in a high-profile project in an international setting.
- Collaborative and supportive work environment.
- Competitive compensation package.
- Flexibility to work remotely within the specified location.
**Join Us**:
If you are a self-driven IT professional with a strong background in service management and a desire to contribute to an impactful project in Brussels, we invite you to apply. Embrace this opportunity to shape the future of IT service delivery
- Note: Proficiency in English (C1/C2) is required._
**How to Apply**:
Please submit your resume/CV outlining your relevant experience and suitability for the role.
