Service Management Process Manager (m/f/n)

You will be part of a specialized Consortium Team in charge of operating managed network services for a major European Union Institution under a long-term framework contract. The infrastructure consists of: • Network Infrastructure: The LAN across several dozen institutional buildings (spread over Brussels and Luxembourg), WAN connections using MPLS technology, and Wi-Fi hotspots throughout the campus. • Data Centre Network Services: A multi-layer security perimeter consisting of firewalls from various vendors. External access management via dedicated proxy and reverse proxy appliances. DNS infrastructure and authentication servers. • Telephony and Videoconferencing: Non-end-user devices, large video studios, professional conferencing rooms, and personal video systems. • Network Intervention Services: On-site technical support, technical room management, and spare parts logistics/warehousing. • Compliance & Supporting Infrastructure: Definition and maintenance of processes, metrics, and KPIs. Development of automation tooling to increase service reliability and management of central computing platforms. • Test and Lab Infrastructure: Defining and automating test programs (regression and fault testing) to ensure rapid validation of design changes. A dedicated team of approximately 60 professionals works permanently on-site in Luxembourg and Brussels. Activities: • Develop, implement, and manage complex processes within the organization in accordance with the Service Management Model based on ITIL V3 or DevOps best practices. • Proactively support operational staff in daily tasks from a process management and improvement perspective to ensure high-quality service delivery. • Constantly review and update procedures to achieve higher levels of operational maturity. • Perform or assist in performing process audits and identify opportunities for improvement. • Measure and report on process performance using defined metrics and KPIs. • Develop, manage, and monitor the annual workplan for the service management domain. • Write functional specifications for the development of tools supporting these processes. Requirements: • Education: Master’s degree (BAC +5) or equivalent is a strong asset. • Experience: At least 5 years of experience in ITIL V3 process design and implementation. • Certification: Preferably ITIL V3 (or higher) certified. • Technical Awareness: Familiarity with modern networking solutions, such as Juniper SD-WAN. • Languages: Fluency in both English, French is desirable Skills Required: • Broad knowledge of one or several IT domains (Networking, Security, or Systems). • Solid technical and process documentation skills. • Strong organizational and analytical mindset. • Excellent interpersonal skills for working in a multicultural environment. Location and Timing • Business Hours: Project coverage from 7:00 AM to 7:00 PM. Candidates must be able to regularly start their shift between 8:00 AM and 9:00 AM. Offer: • B2B contract • Hybrid set-up (1 trip per month to Luxembourg - negotiable) • Rate: 650-670 EUR/MD