Service Manager M/W/X

We are looking for an experienced and dynamic Service Manager to join our team and oversee complex IT service contracts.

In this strategic role, you will ensure the successful delivery of IT services, maintain strong client relationships, manage contractual and financial performance, and drive continuous service improvement.

You will work in an international environment, collaborating with technical teams, suppliers, subcontractors, and senior stakeholders.

Your tasks

As a Service Manager, you will play a key role in managing IT service contracts, ensuring operational excellence and customer satisfaction.

Your mission:

• Manage and oversee complex IT service contracts, ensuring compliance with contractual obligations and service commitments.
• Take full responsibility for service delivery performance, including SLA and KPI monitoring.
• Ensure the financial performance and profitability of contracts, including P&L management.
• Act as the main point of contact for clients regarding contractual, operational, and service delivery matters.
• Build and maintain strong relationships with key stakeholders, including senior management and C-level executives.
• Organize and lead governance meetings, steering committees, and service review meetings.
• Prepare and present regular service performance reports, highlighting achievements, risks, and improvement opportunities.
• Coordinate internal teams, external suppliers, and subcontractors to ensure seamless service delivery.
• Oversee the management of major incidents, escalations, and critical operational issues.
• Ensure effective incident, problem, change, and risk management processes.
• Identify potential service delivery risks and implement appropriate mitigation measures.
• Drive continuous service improvement initiatives in line with ITIL best practices.
• Monitor supplier performance and ensure alignment with contractual requirements.
• Support service transitions, operational transformations, and the implementation of new services.
• Ensure efficient communication and collaboration between technical teams, management, and clients.
• Contribute to resource planning, team coordination, and service delivery optimization.

Your profile

We are looking for an experienced professional with strong leadership, communication, and contract management skills.

To succeed in this role, you should bring:

• A Bachelor's or Master's degree in Information Technology, Business Management, or a related field.
• At least 10 years of professional experience in a similar role.
• Proven experience managing complex, multi-year IT service contracts in large organizations.
• Strong knowledge of IT Service Management frameworks and ITIL best practices.
• Solid experience in SLA and KPI management, service reporting, and performance improvement.
• Experience in financial management, budget monitoring, and P&L responsibility.
• Proven ability to coordinate large technical teams, suppliers, and subcontractors.
• Strong understanding of incident, problem, change, escalation, and risk management.
• Experience managing governance structures, steering committees, and senior stakeholder relationships.
• Excellent communication, negotiation, and problem-solving skills.
• Strong leadership abilities and a customer-oriented mindset.
• Ability to work independently and manage multiple priorities in a complex international environment.
• Experience working with European Institutions or large international organizations would be considered a strong asset.
• ITIL certification is highly desirable.
• Knowledge of PRINCE2, COBIT, or Agile methodologies would be an advantage.
• Fluency in both French and English is mandatory, with excellent written and verbal communication skills.

Our offer

• An attractive salary package with or without a company car
• 12 additional paid leave days per year (RTT) to support a better work-life balance
• Meal vouchers for your lunch breaks
• A personalized development program, including at least 7 training days per year to help you enhance your skills
• Eco vouchers to support your everyday eco-friendly purchases
• Hospitalization insurance fully covered by the company for your personal coverage
• Access to the Employee Club, giving you access to a wide range of daily benefits and discounts
• An annual bonus