Quality Manager – IT Service Management & Operations

Our client, a prominent player in the transportation sector, is seeking a Quality Manager to structurally enhance the efficiency and productivity of their operational processes. This role focuses on translating business requirements into effective service solutions and ensuring that internal delivery meets the high expectations of all stakeholders through continuous improvement.

• Design and implement new services following ITIL frameworks to ensure structural operational excellence.
• Identify performance gaps proactively and develop improvement plans in collaboration with service managers and team leads.
• Manage the Service Catalogue and oversee the qualitative execution of Service and Support processes.
• Translate business requirements into functional specifications and process designs for implementation within the ServiceNow platform.
• Collaborate with technical engineers and architects to validate proposed solutions and align them with the organizational roadmap.
• Maintain comprehensive documentation of procedures and provide governance through the definition of roles and responsibilities.
• Coach operational managers in process execution and identify knowledge risks to maintain service credibility.

• 4+ years of professional experience in service management, operations, and process improvement within complex environments.
• 4+ years of experience working with ITIL and IT4IT frameworks.
• Proven expertise in Service Level Management, Service Request, Service Catalog, and Knowledge Management.
• In-depth knowledge of Continual Service Improvement (CSI) methodologies and service improvement strategies.
• Proficiency in using common and specific service management software tools.
• Strong communication skills and the ability to operate effectively in demanding environments.
• You are fluent in English (C1) with at least professional proficiency (B2) in Dutch and/or French.

Nice to Haves

• Experience with the ServiceNow platform.
• Previous experience working within the public transportation sector.

• Start date: 13/04/2026.
• Duration: until 31/05/2027.
• Work regime: Full-time.
• Location: Brussels.
• Working model: Hybrid (onsite 3 days per week).
• Contract: open to both permanent employees and freelancers.