Service Manager
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Requirements
- 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
- Suppliers
- Stad Gent / OCMW / internal services
- Balance diplomacy with clarity and decisiveness.
- Coordinate major incidents and cross-platform escalations.
- Maintain structured communication during high-impact incidents.
- Steer cross-team dependencies effectively.
- 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)
- Proven experience implementing a service operating model
- 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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