Service Manager

Job Title: Senior SIAM / ITSM Operations Expert
Location: Brussels – Hybrid / On-site
Company Description
Xedis is a boutique IT management consulting firm supporting clients in complex IT environments. We help organisations bring structure, governance and operational maturity to their IT organisation, with a strong focus on IT strategy, service management, sourcing, SIAM, governance, project and portfolio management, and digital transformation.
We work with senior consultants who combine strategic thinking with hands-on execution. Our consultants support clients in improving their operating models, strengthening collaboration between internal teams and external providers, and making IT service delivery more transparent, reliable and manageable.
Job Description
We are looking for a highly experienced Senior SIAM / ITSM Operations Expert to support a major Belgian railway organisation in a complex, multi-vendor IT environment.
The assignment focuses on strengthening the operational and service management side of IT. You will help define and improve operational governance, service integration, ITIL/ITSM processes, supplier coordination, service transition and operational performance management.
You will work closely with IT operations leadership, service managers, internal teams, suppliers, architects and business stakeholders. The role requires someone who can combine strong operational experience with a structured, pragmatic approach to governance, process improvement and service integration.
This is a senior assignment for someone who understands how IT operations work in practice and who can help bring clarity, accountability and structure in a complex multi-supplier environment.
Key Responsibilities
Support the definition and improvement of the IT Operations strategy and operating model
Design, establish and improve operational governance frameworks and decision-making structures
Drive the implementation and continuous improvement of SIAM principles across internal teams and external providers
Improve ITIL/ITSM process maturity across the IT service lifecycle
Coordinate operational activities across service managers, suppliers, outsourcing partners and internal teams
Support supplier governance, service performance management, SLA/OLA follow-up and operational reporting
Lead or support service transition activities, supplier onboarding and operational handovers
Prepare operational dashboards, management reports and executive presentations
Identify opportunities for process optimisation, standardisation, automation and continuous improvement
Act as a trusted advisor to IT Operations leadership on governance, service integration and operational transformation
Requirements
Minimum 15 years of professional IT experience
Minimum 10 years of experience in IT Operations, IT Service Management or a similar role
Strong experience with ITSM frameworks, especially ITIL 4
Proven experience with SIAM or service integration in a multi-vendor environment
Experience designing or improving IT operating models, governance frameworks and operational processes
Experience with supplier governance, outsourcing, contract follow-up and operational performance management
Experience with service transition, supplier onboarding or operational handover
Strong stakeholder management skills across business, IT, operational and supplier organisations
Ability to influence and coordinate teams without direct hierarchical authority
Structured, pragmatic and result-oriented mindset
Strong communication and presentation skills
Experience with ServiceNow or a comparable ITSM platform is an asset
Public-sector, regulated-environment or large enterprise experience is an advantage
ITIL 4 certification is required or strongly preferred
SIAM Foundation or SIAM Professional certification is a strong asset
Languages
Dutch, French and English are required
Ideally strong Dutch, with French and English at professional working level
Strong French with Dutch and English at professional working level can also be considered
Practical Information
Location: Brussels
Hybrid setup, with on-site presence required
On-site presence in Brussels at least two days per week
Thursday on-site availability is mandatory
Start: as soon as possible
Employment type: freelance or consulting assignment
If you are a senior SIAM, ITSM or IT Operations expert and you are available for a challenging assignment in a complex multi-vendor environment, we would be happy to hear from you.
Please apply or contact Xedis directly for more information.