Senior IT Service Improvement Manager

Senior IT Service Improvement Manager

Location: Brussels (50% remote)

Duration: 220+ business days

Languages: Dutch, French, English

About the Role

We are seeking a Senior IT Service Improvement Manager to join our clients Digital Working team within IT Production. You’ll play a key role in enhancing operational efficiency, service quality, and user satisfaction across a range of workplace services delivered to over 13,000 users.

This is a strategic and hands-on role where you’ll lead service improvement initiatives, collaborate with suppliers and internal teams, and drive innovation in how digital workplace services are delivered and supported.

Key Responsibilities

• Lead service improvement initiatives across IT user support, field support, hardware delivery, printing, and remote application services.
• Monitor supplier performance and identify areas for improvement using data-driven insights
• Collaborate with cross-functional teams to align service delivery with business needs.
• Develop and implement process enhancements to improve efficiency and reduce costs.
• Ensure quality assurance and compliance with organizational standards.
• Support change management and training for stakeholders and suppliers.
• Maintain and update process documentation and SOPs.
• Champion Agile ways of working and foster a culture of continuous improvement.

Required Skills & Experience

• 5+ years in a large IT environment.
• Strong knowledge of end-user tools (hardware/software), especially Microsoft 365.
• Experience with service management tools (e.g., ServiceNow), CMDB, and asset management.
• Familiarity with automation tools (PowerPlatform)
• Proven experience in project coordination and Agile methodologies.
• Strong organizational insight and stakeholder management.
• Excellent communication, diplomacy, and customer-oriented mindset.

Sounds interesting to you, or someone you know, let's connect.