IT Service Manager (Governance)


Kapelle-op-den-Bos, BE

Mission and Context

As IT Service manager in the Transformation and Governance team you are responsible for all aspects of defining and managing services with our service providers, driving the alignment and adoption of defined processes and implement measurements in terms of SLA’s and KPI’s and follow up to identify and track improvement areas in relation to the specified contracts, build action plans with the delivery teams and service providers and follow-up implementation.

Roles and Responsibilities

Develop, manage, and administering service management best practices.

Monitor operational performance data and drive service providers and operational teams to ensure contracted service levels are attained and improved upon.

Pro-actively manage service levels, with the primary focus on prevention of failures and swift corrective actions when necessary.

Work with product owners and change managers to understand the service level management requirements for proposed new services and changes.

Accountable for all aspects of service provider(s) performance management, including problem escalation and SLA management. Track escalated performance issues and disputes with Service Providers.

Drive the service provider(s) continual improvement processes, ensuring that the anticipated value and benefits from the relationships and associated contracts is obtained.

Design, agree, manage, and maintain SLA's and associated structures as required.

Manage and maintain the Governance framework in relation to Service management and drive adoption in the organisation and the service providers.



You have an IT or business master’s degree and affinity with technology, systems and solutions and experience in an international IT environment.

You have strong & impactful communication skills (both oral and written), presentation skills and interpersonal skills to deal effectively with internal and external stakeholders and service providers.

You have a proven track record in a similar kind of role in an industrial environment working with service providers.

You are a “Problem Solver” and have good analytical skills.

You are persuasive and resilient and have a critical mindset to challenge existing ways of working to come to a continuous improvement of the processes in IT.

Because of the global scope of this role, you have an excellent knowledge of English and can write in a clear and precise manner.

You are familiar with O365 applications (Outlook, Word, Excel, PowerPoint, …).

Pragmatic and good hand-on knowledge of ITIL 4 and Service Management.

Foundation knowledge on COBIT 5 or alternative IT Governance frameworks.

Work Location

You will be based in Kapelle-op-den-Bos, Belgium, part of the IT Governance Department within Etex IT.

Etex Values and Competencies

Connect and Care
Passion for Excellence
Pioneer to Lead