Service Manager for Managed Security Services

h3What you will do /h3pA Belgian public-sector organisation is implementing a managed security services platform and needs an experienced Service Manager to lead the governance and prepare the transition from build to operations. You will act as the primary client contact for service governance, organising decisions, clarifying responsibilities and ensuring that commitments, risks, changes, incidents and dependencies are tracked and managed transparently. /ppYour main responsibilities include: /pulliFacilitate governance workshops covering the Target Operating Model (TOM), RACI matrices, access models, change management, incident handling and escalation paths /liliPrepare decision points, document outcomes and secure formal validation from the appropriate authorities /liliDefine and maintain governance forums, rituals, participants, mandates, frequencies, agendas and escalation mechanisms /liliEnsure coherence across different work packages and track cross-cutting dependencies /liliApply the "comply or explain" principle: any deviation must be documented, analysed, approved, time-limited and monitored /li /ulpYou will also manage the service delivery interface: /pulliServe as the client point of contact for the supplier's Service Delivery Manager and internal stakeholders /liliDocument the existing ServiceNow environment, associated processes and the impact of the shared environment /liliAlign client and supplier processes for incidents, problems, changes, requests, releases, access and escalations /liliValidate processes, use cases, production readiness criteria and support arrangements functionally /liliOrganise service reviews, analyse KPIs and SLAs, track deviations and steer improvement plans /liliMaintain the service catalogue, service ownership, contacts, coverage hours and escalation rules /li /ulpOperational coordination is a key part of the role: /pulliIdentify required experts, secure their participation and coordinate expected contributions from the organisation /liliTrack actions, milestones, risks, blockers and dependencies with other work packages /liliCoordinate preparations for testing, production releases, operational acceptance and transition to run /liliProduce concise governance reports for management and escalade decisions not taken within agreed timescales /liliMaintain a clear separation between activities retained by the organisation and those delegated to the managed service provider /li /ulpYou will integrate security, continuity, supplier and compliance risks into service governance: /pulliEnsure application of least privilege, access traceability and oversight of privileged access, in liaison with the relevant owners /liliContribute to tracking security incidents, vulnerabilities, audit recommendations and corrective actions related to the platform /liliLink service reviews with security, compliance, risk management and continuity arrangements /liliPrepare factual elements needed for risk acceptance, without substituting for the formally authorised risk owner /li /ulh3What we are looking for /h3pbEssential experience /b /pulliAt least 6 years of professional experience in IT service management, IT governance, operations or cybersecurity /liliAt least 5 years of recent experience in a Service Manager, Service Delivery Manager or equivalent client-side role /liliDemonstrable experience establishing or managing managed services with SLAs, KPIs, service reviews and supplier governance /liliPractical experience with ITSM processes: incidents, problems, changes, requests, releases, configuration and continual improvement /liliExperience building or validating a TOM, RACI matrix, runbooks and an escalation model /liliExperience in a complex cybersecurity environment involving multiple suppliers and stakeholders /liliExperience preparing decisions and reporting to management or steering committee level /li /ulpbTechnical knowledge and skills /b /pulliMastery of ITIL 4 and service lifecycle management principles /liliGood knowledge of ServiceNow or an equivalent ITSM tool, its integration and the challenges of shared environments /liliGood understanding of managed cybersecurity services: SOC, SIEM, SOAR, MDR, vulnerability management, network security, identity and privileged access /liliGood understanding of access governance principles, RBAC, least privilege, PAM/PIM and traceability /liliOperational knowledge of NIS2 requirements, ISO 27001 principles and security risk management /liliAbility to read and challenge SLAs, KPIs, RACI matrices, runbooks, service reports, test plans and release documentation /liliAbility to translate technical and security constraints into decisions, responsibilities, risks and actions understandable by management /li /ulpbBehavioural competencies /b /pulliCross-functional leadership and ability to secure decisions without direct hierarchical authority /liliExcellent communication, workshop facilitation, negotiation and conflict management skills /liliDocu