IT Service Manager

IT Service Manager

Location: Belgium (Hybrid)
Employment Type: Permanent
Industry: Utilities / Critical Infrastructure

About the Company

Our client is a leading organisation operating within the utilities sector, delivering critical services to millions of customers and businesses. As part of their ongoing digital transformation and commitment to operational excellence, they are seeking an experienced IT Service Manager to strengthen their IT governance and resilience capabilities.

This is a highly visible role within a complex enterprise environment, offering the opportunity to influence service continuity, operational stability, and stakeholder confidence across the organisation.

The Opportunity

As IT Service Manager, you will play a key role in ensuring the reliability, resilience, and continuity of critical business systems and services.

You will act as the central point of coordination during major incidents, driving resolution efforts, facilitating communication between technical and business stakeholders, and ensuring that lessons learned lead to meaningful improvements. In addition, you will take ownership of Problem Management processes and contribute to Business Continuity and Disaster Recovery initiatives.

This position requires a strong leader who can coordinate multidisciplinary teams, influence stakeholders at all levels, and maintain control in high-pressure situations.

Key Responsibilities

Major Incident Management
Lead and coordinate the response to critical IT incidents impacting business operations.
Establish and manage incident response teams to ensure rapid service restoration.
Facilitate communication between technical teams, business stakeholders, and senior management.
Ensure incidents are documented, tracked, and resolved in accordance with established processes.
Conduct post-incident reviews and drive corrective actions.

Problem Management
Own and continuously improve the Problem Management framework.
Coordinate root cause analysis activities.
Ensure recurring incidents are identified and addressed through long-term solutions.
Drive process governance and promote best practices across the IT organisation.
Monitor trends and identify opportunities to improve service stability.

Service Resilience & Business Continuity
Support Disaster Recovery and Business Continuity initiatives.
Participate in recovery planning, testing, and continuous improvement activities.
Collaborate with infrastructure, applications, security, and business teams to strengthen organisational resilience.
Help reduce operational risk and minimise service disruption.

Stakeholder Management
Build strong relationships across both business and IT functions.
Facilitate decision-making during critical situations.
Provide clear updates and reporting to senior leadership.
Drive accountability and alignment across multiple teams.

Your Profile
Experience
5+ years' experience in IT Operations, IT Service Management, Incident Management, Problem Management, or a related discipline.
Experience working within complex enterprise environments.
Proven track record of leading major incident resolution activities.
Strong understanding of IT service delivery and operational governance.
Exposure to Disaster Recovery, Business Continuity, or Resilience Management is advantageous.

Technical Knowledge
Good understanding of enterprise IT environments, infrastructure, and business-critical applications.
Familiarity with ITIL processes, particularly Incident, Problem, Change, and Service Management.
Experience working with ITSM platforms such as ServiceNow or similar tools.
Ability to understand technical challenges without becoming directly involved in hands-on troubleshooting.
Personal Attributes
Calm and composed under pressure.
Assertive and capable of taking ownership during critical situations.
Strong leadership and coordination skills.
Excellent communication and stakeholder management abilities.
Structured, organised, and process-driven.
Pragmatic, solution-oriented, and able to influence without direct authority.

Language Requirements
Fluent French and English are essential.
Dutch is considered a strong advantage.

What's on Offer
Opportunity to join a highly respected organisation operating in a critical infrastructure environment.
Strategic and high-impact role with strong visibility across the business.
Collaborative and experienced leadership team.
Hybrid working environment.
Competitive salary package approx €100,000 base salary (dependent on years of experience), complemented by an extensive benefits package including bonus, mobility options, insurance, pension, and additional leave.