Service Manager – Digital Case Management Services Job ID: JP054112

Job description

Job Title: Service Manager – Digital Case Management Services Location: Brussels, Belgium (Hybrid): Role Overview: This role focuses on the operational management and continuous improvement of IT services within a large-scale digital case management environment. The Service Manager ensures service quality, operational continuity, and effective coordination between business teams, ICT departments, service desk teams, and external vendors following ITIL best practices. Key Responsibilities: Manage daily operations of IT services, support activities, and service desk coordination Implement and maintain ITIL processes including Incident, Problem, Change, and Request Management Coordinate L1, L2, and L3 support activities and ticket follow-up Monitor, prioritize, and resolve incidents, bugs, and service requests Manage change requests and support controlled release processes Track SLA/KPI performance and prepare operational reports Act as the operational point of contact between business, ICT teams, and suppliers Contribute to continuous service and process improvement initiatives Maintain operational documentation, procedures, and workflows Key Skills Required: IT service management an...