ServiceNow Transition Manager → Service Delivery Manager

ServiceNow Transition Manager → Service Delivery Manager (Managed Services) Start Date: Dec 2026-Jan-2027 Man days: 880 Languages: Dutch and/or French , plus English (all professional level) Eligibility: European Union citizenship required

Location:
Brussels Remote Policy: First 3 months: 3–4 days per week on-site. Afterwards: 2 days per week on-site

About the role
We are looking for an experienced ServiceNow Transition Manager to lead an extation of a client's ServiceNow environment "Managed Services model". Once the transition is complete and stable, you will move into the Service Delivery Manager role on the same project. This gives you rare continuity: you build the service, then you run it. You stay the client's trusted point of contact across a 4-year engagement, from due diligence and knowledge transfer through to day-to-day delivery, SLA performance and continuous improvement. Responsibilities *Phase 1 – Transition Manager*
- Plan and lead the end-to-end transition of ServiceNow existing managed services from the client or incumbent provider into the new Managed Services organisation.
- Define and own the transition plan: scope, milestones, dependencies, risks, budget and acceptance criteria.
- Run due diligence on the current ServiceNow landscape (modules, integrations, customisations, open backlog and technical debt).
- Organise and track knowledge transfer, shadowing and reverse shadowing with the outgoing team.
- Set up the service model: ITIL processes, SLAs/KPIs, governance, reporting, escalation paths and runbooks.
- Onboard and ramp up the delivery team, including offshore or nearshore resources where applicable.
- Report progress to client and internal stakeholders through steering committees and status reports.
- Manage risks, issues and changes during transition and secure formal sign-off for go-live into steady state. *Phase 2 – Service Delivery Manager*
- Act as the main point of contact for the client on all service delivery matters.
- Own SLA and KPI performance, and produce monthly service reviews and reports.
- Lead incident, problem, change and request management escalations, including major incident coordination.
- Run operational and contractual governance meetings (weekly, monthly, quarterly).
- Drive continuous service improvement, automation and platform optimisation initiatives.
- Manage the delivery team's capacity, priorities and performance.
- Follow up on the commercial side of the service: scope, change requests, budget and contract compliance.
- Identify opportunities to extend the service and add value for the client.

Your profile
*Must-haves*
- Proven experience as Transition Manager in IT Managed Services, with at least one completed ServiceNow transition.
- Solid experience as Service Delivery Manager or in a comparable client-facing service role.
- Strong knowledge of the ServiceNow platform (ITSM at minimum; ITOM, HRSD, CSM or SecOps is a plus).
- Thorough understanding of ITIL processes and SLA/KPI-based service management.
- Experience managing stakeholders up to senior management level, including steering committees.
- Fluent in Dutch and/or French, and fluent in English.
- European Union citizenship.
- Willing to work on-site 3–4 days per week for the first 3 months, then 2 days per week. *Nice-to-haves*
- ITIL 4 certification (Foundation or higher).
- ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist).
- Project or transition management certification (PRINCE2, PMP or similar).
- Experience with offshore or nearshore delivery models.
- Experience in large enterprise or public sector environments.

What we offer

- A long-term engagement of 4 years, with the choice of a freelance contract or a permanent position.
- A unique career step: lead the transition, then own the service you built.
- Hybrid working: 2 days on-site per week after the first 3 months.
- A high-visibility role with direct access to client and internal leadership.
- Competitive day rate (freelance) or salary package with benefits (permanent).