ITIL Service Manager – Salesforce

Our client, a prominent organization in the public sector, is looking for an IT Service Manager to oversee the operational transition and management of a central case management platform. The role focuses on ensuring service quality, continuity, and the implementation of structured processes aligned with international best practices.

• Manage daily operations and coordinate Service Desk activities across L1, L2, and L3 support levels.
• Implement and manage ITIL processes including Incident, Problem, Change, and Request Management.
• Monitor SLA and KPI performance while providing regular operational reporting.
• Act as the primary operational point of contact between business stakeholders, ICT teams, and external vendors.
• Supervise change management processes to ensure controlled and stable releases.
• Prioritize incident resolution and service requests while driving continuous service improvement.
• Maintain comprehensive operational documentation and procedural manuals.

• 8+ years experience with Salesforce and Identity and Access Management (IAM).
• 1+ years experience in IT support or service management roles.
• 1+ years knowledge of ITIL principles and processes.
• 1+ years experience with Microsoft Dynamics.
• 1+ years experience with .NET development or support environments.
• 1+ years experience with Data & Services Architecture.
• You bring strong analytical, coordination, and organizational abilities.
• You're proactive with a highly structured mindset.
• You are native in Dutch or French with active knowledge of English.

Nice to Haves

• Possession of an ITIL certification.
• Previous experience in public sector or judicial environments.

• Start date: ASAP
• Duration: project until 15/06/2027
• Location: Brussels
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers