About this role
Responsibilities Manage the quality, performance, and continuous improvement of IT services within a complex and business-critical environment. Act as the central point of contact between business units, internal application teams, and external technology vendors. Ensure that agreed SLAs and OLAs are consistently met to maintain high application availability. Identify and address risks, structural deficiencies, and problems through proactive service monitoring and operational management. Lead complex service management escalations by managing diverse stakeholders and technical complexities. Facilitate consensus building across business and IT teams to align service delivery with operational requirements. Requirements 15+ years of professional experience within the IT sector. 8+ years in strategic and tactical service management within large-scale organizations, including the management of external offshore teams. 5+ years of experience in the domain of Application Performance Management (APM) . 5+ years of experience working within the public or semi-public sector. You possess a valid ITIL V4 certification. You bring relevant experience in monitoring, reporting, and performance management methodologies. You're proficient in service management and collaboration tools such as ServiceNow , Jira , and Confluence . You possess the ability to navigate complex organizational structures and build consensus among diverse stakeholders. You are fluent in English , French , and Dutch . Nice to Haves Demonstrated expertise in managing high-impact business escalations.