Service Management Process Manager

You will be part of a specialized Consortium Team in charge of operating managed network services for a major European Union Institution under a long-term framework contract. The infrastructure consists of network infrastructure across several dozen institutional buildings in Brussels and Luxembourg, data centre network services with multi-layer security perimeter, telephony and videoconferencing systems, network intervention services including on-site technical support, compliance and supporting infrastructure for process and KPI management, and test and lab infrastructure for automated test programs. A dedicated team of approximately 60 professionals works permanently on-site in Luxembourg and Brussels.

• Master’s degree (BAC +5) or equivalent is a strong asset.
• At least 5 years of experience in ITIL V3 process design and implementation.
• Preferably ITIL V3 (or higher) certified.
• Familiarity with modern networking solutions, such as Juniper SD-WAN.
• Fluency in English; French is desirable.
• Broad knowledge of one or several IT domains (Networking, Security, or Systems).
• Solid technical and process documentation skills.
• Strong organizational and analytical mindset.
• Excellent interpersonal skills for working in a multicultural environment.

• Develop, implement, and manage complex processes within the organization in accordance with the Service Management Model based on ITIL V3 or DevOps best practices.
• Proactively support operational staff in daily tasks from a process management and improvement perspective to ensure high-quality service delivery.
• Constantly review and update procedures to achieve higher levels of operational maturity.
• Perform or assist in performing process audits and identify opportunities for improvement.
• Measure and report on process performance using defined metrics and KPIs.
• Develop, manage, and monitor the annual workplan for the service management domain.
• Write functional specifications for the development of tools supporting these processes.

• Project coverage from 7:00 AM to 7:00 PM with candidates required to regularly start their shift between 8:00 AM and 9:00 AM.