Service Operations Manager

Job Description

Service Operations Manager | Sopra Steria

The Tone:
This is a full-time role at Sopra Steria, located in a hybrid setup within Belgium (Brussels, Flanders). Sopra Steria provides tailored, end-to-end corporate technology and software solutions, helping clients achieve significant results as Europe’s leading digital solutions provider. This role is crucial for ensuring the stable delivery, effective governance, and continuous improvement of essential Service Desk and Workplace Services for both internal and external providers, directly contributing to client success and operational excellence.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Belgium(Brussels, Flanders)
• Team: Digital Platform Services (DPS)
• Mission: Ensure stable delivery, SLA achievement, effective governance, and continuous improvement across Service Desk and Workplace Services.
• Tech Stack: ServiceNow

What You’ll Actually Do
• Service Oversight: Oversee daily Service Desk, workplace support, joiner/leaver, asset, and stock services.
• Performance & Compliance: Monitor demand, backlogs, resources, and risks, coordinating corrective action and ensuring compliance with scope, SLAs, KPIs, and security requirements.
• Incident & Escalation Management: Act as the operational contact for major issues, risks, and escalations, coordinating resolver groups during significant incidents and outages.
• Team & Provider Coordination: Coordinate internal teams and external providers, monitor supplier performance, and guide team leads to promote accountability and customer focus.
• Continuous Improvement: Identify and deliver measurable improvements in quality, user experience, automation, and efficiency, while ensuring new services meet operational acceptance criteria.

The Must-Haves
• Background: Relevant master or bachelor’s degree or equivalent experience in IT service delivery or operations.
• Experience: Minimum five years in IT service delivery or operations, including team coordination, and experience managing distributed teams and suppliers.
• Skills: Strong knowledge of ITIL processes, SLA/KPI management, reporting, escalations, and continual improvement; Proficiency in English, Dutch, and French (both verbally and in writing); Customer-focused ownership, strong stakeholder management, clear communication, and data-driven decision-making.
• Bonus: ITIL v4 certification or equivalent; Experience with ITSM tools (preferable ServiceNow).