Service Manager – Brussels


We’re looking for a Service Manager, to join our team in Brussels on the long-term, full-time mission.

Working is based on-site/near-site (living up to 2h driving from Brussels is mandatory).


Belgium – International Organisations


A Service Manager provides advice, guidance, consultancy and assistance to the responsible official(s) in regard to:

Ø The management of the development and implementation of services in order to meet the business needs;

Ø Ensuring maximum uptime, accurate and early incident response, appropriate configuration management, proactive maintenance and tuning;

Ø The monitoring and reporting on operations and on capacity consumption, and liaison with all (internal and external) stakeholders;

Ø The management and coordination of the service desk activities, ensuring that incident, problem, change, configuration and release management is delivered according to quality plans (FQPs) and to quality levels agreed in the Service Level Agreement (SLA);

Ø The definition of KPIs, as well as the monitoring and reporting on all quality indicators.

Task description

Ø Set up and enforce the respect of organisation, procedures and project office tasks, raising warnings in case of non-respect of these;

Ø Enforce the quality of delivery on schedule;

Ø Structure the information in ways that are appropriate to the target audience;

Ø Report on the service status (SLA, actions, risks, issues, decisions, changes, etc.) within the client and/or with Member States or other partners;

Ø Escalate issues, in particular the ones with potential impacts on time or resources;

Ø Produce and/or review documents;

Ø Provide suggestions for service or methodology improvements;

Ø Participate in meetings with the client, contractors, Member States and/or other partners.


Experience and capability required

Ø Experience in service management;

Ø Experience with service management tools; willingness to use the service management tools and methodologies as specified by the client;

Ø Experience of large scale service support, service delivery and business continuity;

Ø Good technical knowledge on the projects aspects;

Ø Capability of understanding the needs, objectives and constraints of those in other disciplines and functions;

Ø Good knowledge of ITIL, CMMI, SLA, OLA, SMT;

Ø Ability to apply high quality standards to all tasks;

Ø Good reporting methods;

Ø Strong organisational and co-ordination skills;

Ø Ability to produce minutes, notes, service level agreements, terms of collaboration, planning schedules, etc. in English

Ø Ability to give presentations in English;

Ø Prior experience with customs and/or taxation applications is an asset.


  • You can work as an Employee or you can work as a Freelancer consultant. It’s 100% up to you!
  • Real career possibilities in a fascinating IT sector, a constantly growing dynamic company and a well-established international track record.
  • A strong learning and development program.
  • A challenging environment, where collaborative working, and continuous self-improvement is the key to success.
  • A good work-life balance.
  • A competitive salary package (including meal vouchers, hospital insurance, etc.) and an open-ended contract.


Our values

We do not only have a set of value that guide our daily choices, but they are really embedded in our DNA. We call it WESTPOLE MENTALITY. Our culture respects individuality and growth for each employee, and if you join our family you will be in contact every day with our values, which represent the way we face our daily challenges.