Service Manager

The role focuses on ITSM governance, service model implementation, tooling mastery (Jira Service Management), SLA/KPI steering, stakeholder coordination, and continuous improvement across cross-functional teams and external suppliers. This is a strategic-operational service delivery leadership role, positioned between service operations, project delivery, business stakeholders, and technical teams. Requirements ITSM & ITIL Governance Ensure ITIL processes (Incident, Problem, Change, Request) are not only documented but effectively implemented and operational. Establish clear process ownership, escalation paths, and accountability. Service Model Design & Implementation 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. Tooling Ownership (Jira Service Management) Configure workflows, queues, SLAs, dashboards, and reporting structures. Automate reporting and improve transparency. Drive adoption and correct usage across teams. SLA/KPI Management & Reporting 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. Stakeholder & Matrix Coordination Act as key interface between: Strategic Business Partners Product teams Key users Suppliers Stad Gent / OCMW / internal services Balance diplomacy with clarity and decisiveness. Operational Leadership Coordinate major incidents and cross-platform escalations. Maintain structured communication during high-impact incidents. Steer cross-team dependencies effectively. Continuous Improvement Identify bottlenecks and optimise throughput. Strengthen process agreements and operational efficiency. Apply Lean / Kanban / optimisation principles. Change & Release Coordination 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. Project-Oriented Delivery Support Manage risks, dependencies, and structured follow-up without becoming a pure project manager. Technical & Business Alignment Maintain sufficient technical credibility (SAP, HR, Finance, Facilities contexts). Required Skills & Expertise Must Have 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) Should Have / Nice to Have 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