The Service Manager is responsible for managing the services agreed with the beneficiary listed in his/her portfolio.
He/She ensures that these services deliver the expected operational quality and oversees the transition of IT project deliverables into service mode (service readiness) to ensure a controlled go‑live.
Responsibilities
1) Steering portfolio services (operational quality)
- Ensure service governance with the beneficiary: committees, reviews, minutes, follow‑up of decisions and action plans.
- Define/maintain with stakeholders the expected operational quality: service expectations, control points, priority irritants, improvement roadmap.
- Monitor operational performance and coordinate corrective actions with contributing teams (competence centers, support, operations).
2) Beneficiary‑oriented RUN follow‑up
- Monitor and manage incidents and catalog requests related to portfolio services (trends, pain points, actions).
- Handle escalations/complaints: qualification, coordination, decisions in service committees, follow‑up until closure.
- Structure escalations (who / when / how), including communication during critical situations.
3) Service readiness for project deliverables (project → service)
- Define and oversee a service readiness framework for IT deliverables entering RUN: operational acceptance criteria, roles, handover, documentation.
- Ensure that deliverables are operational before production / service entry, including:
- operating procedures,
- support model (contacts, hours, escalation),
- monitoring/alerting and trigger criteria,
- minimum documentation (config, dependencies, known issues),
- applicable continuity and security requirements.
- Coordinate resolution of prerequisites with project and RUN teams and manage blockers until readiness is “OK”.
4) Service reporting
- Produce periodic management‑oriented reporting usable in service committees.
- Ensure consistency of required data (ticketing/internal repositories), without replacing tool‑owner teams.
Expected Deliverables
- Governance cadence and committee materials (agenda, minutes, action plan, escalation log).
- Monthly dashboard (the 3 KPIs + key highlights + actions).
“Service readiness checklist” + go/no‑go decision for service entry.
Profile
- Confirmed experience in managing IT services in RUN mode (Service Manager / Service Owner / SDM / IT Service Management).
- Experience in multi‑stakeholder environments (competence centers, support, operations, project teams).
- Ability to manage beneficiary relationships (listening, expectation setting, arbitration, clear communication), including during escalations.
Key Skills
- Service management (ITIL): expertise in Incident / Request / Problem / Change practices, service governance, continuous improvement.
- Operational management: prioritization, action tracking, cross‑team coordination, dependency management.
- Service readiness / project → service transition:
- handover organization,
- operational readiness verification (support, monitoring, documentation, procedures),
- management of prerequisites and blockers until “ready”.
- Client orientation: committee facilitation, synthesis, ability to translate technical aspects into service impacts.
- Quality orientation: rigor, tracking simple indicators, resolving irritants and escalations until closure.
Tools (Expected)
- Ticketing/ITSM tool (e.g., ServiceNow or equivalent).
- Office tools (Microsoft 365, Excel/PowerPoint/Word).
- Basic knowledge of monitoring/supervision tools.
Certificates
- ITIL Foundation (v3 or v4).
- Basic project management certification (Prince2 or equivalent): asset for transition/readiness topics.
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