Service Manager (managed cybersecurity services)

About the mandate

For a Belgian public sector organisation, you set up the governance of a managed cybersecurity service as an experienced client-side Service Manager. You organise decisions, clarify responsibilities and ensure that agreements, risks, changes, incidents and dependencies are followed up in a traceable way. In doing so, you do not replace the technical teams, the supplier or the independent control functions. The assignment runs from 9 November 2026 to 31 December 2027 and is carried out part-time, at roughly 0.2 to 0.4 FTE during the build phase. You work in Brussels and partly remotely, with more presence during workshops, tests and go-lives. You develop a Target Operating Model, RACI, runbooks and ITSM processes, and ensure a controlled handover to a future internal role holder.

Responsibilities

• Lead governance workshops on the Target Operating Model, RACI, access model, changes, incidents and escalations
• Prepare and document decisions and have them validated by the competent bodies
• Define and maintain consultation bodies, mandates, frequencies, agendas and escalation mechanisms
• Act as client contact for the supplier's Service Delivery Manager and internal stakeholders
• Document the ServiceNow environment and related processes, and align client and supplier processes
• Organise service reviews, analyse KPIs and SLAs, and follow up improvement plans
• Follow up actions, milestones, risks and dependencies between work packages and report to management
• Coordinate the preparation of tests, go-live, operational acceptance and handover to run, including knowledge transfer

Must-haves

• At least 6 years of experience in IT service management, IT governance, operations or cybersecurity
• At least 5 years of recent experience as Service Manager, Service Delivery Manager or an equivalent client-side role
• Proven experience with managed services involving SLAs, KPIs, service reviews and supplier governance
• Hands-on experience with ITSM processes: incidents, problems, changes, requests, releases, configuration and continual improvement
• Expert in ITIL 4 and service lifecycle management; good knowledge of ServiceNow or an equivalent ITSM tool
• Experience in drafting or validating a TOM, RACI, runbooks and escalation model
• Experience in a complex cybersecurity environment with multiple suppliers and stakeholders; good understanding of SOC, SIEM, SOAR, MDR, vulnerability management, IAM and PAM/PIM
• Knowledge of NIS2 and ISO 27001; good command of French and/or Dutch and of the other language, plus professional English

Nice-to-haves

• ITIL 4 Managing Professional, ITIL Expert or equivalent
• ISO 27001 Lead Implementer or Lead Auditor
• ServiceNow, COBIT, Prince2 or PMP certificate, or advanced Agile experience
• Experience with the Belgian federal government, in a G-Cloud environment or on a public contract for managed cybersecurity services