Service Operations Manager

The Service Operations Manager oversees Service Desk and Workplace Services ensuring stable delivery SLA achievement effective governance escalation management and continuous improvement across internal and external providers. 

Key Responsibilities

• Oversee daily Service Desk workplace support joiner/leaver asset and stock services. 
• Monitor demand backlogs resources and risks coordinating corrective action. 
• Ensure compliance with scope SLAs KPIs security requirements and procedures. 
• Coordinate teams and providers while maintaining service ticket knowledge CMDB and asset controls. 
• Act as the operational contact for major issues risks and escalations. 
• Coordinate resolver groups and providers during significant incidents and outages. 
• Ensure clear ownership timely updates and documented follow-up. 
• Support continuity readiness and escalate contractual commercial or security risks. 
• Guide team leads and coordinators promoting accountability and customer focus. 
• Support capacity skills backup and onboarding arrangements. 
• Monitor supplier performance and address missed commitments. 
• Monitor performance through ITSM data trends and risks. 
• Prepare concise reports and action plans for service reviews. 
• Lead governance meetings maintain actions and communicate clearly with stakeholders. 
• Keep governance documentation aligned with service changes. 
• Identify and deliver measurable improvements in quality user experience automation and efficiency. 
• Ensure new or changed services meet operational acceptance and handover criteria. 

Qualifications :

Were seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria youll have the opportunity to grow your skills in a constructive collaborative team environment working on impactful projects that drive change for our clients. If you thrive on challenge and meet (most of) the qualifications below we look forward to your application!
 

• Relevant master or bachelors degree or equivalent experience 
• Minimum three years experience in IT service delivery or operations including team coordination. 
• Strong knowledge of ITIL processes SLA/KPI management reporting escalations and continual improvement. (ITIL v4 certification or equivalent) 
• Experience managing distributed teams and suppliers 
• Experience with ITSM tools (preferable ServiceNow) 
• Language: English Dutch and French are required (both verbally and in writing)
• Customer-focused ownership and strong stakeholder management. 
• Clear communication and data-driven decision-making. 
• Commercial awareness and ability to work across distributed teams. 

What to expect from working at Sopra Steria

Become part of a major Tech player in Europe that is recognised for consulting digital services and software development. Work among high-level professionals who dare to make bold choices to deliver results.

Additionally youll join the Business Line DPS (Digital Platform Services). DPS operates in the industrial life sciences public and finance sectors and is focused on core IT from the front-end to the backend of business platforms. With our services we ensure the continuity of processes and optimize customers IT strategy so they benefit from technological capabilities control their costs and make platforms current and profitable.  

Additional Information :

This is what youll get from us

Doing what you love Its not just a myth at Sopra Steria. Start your way to excellence with the Sopra Steria Academy. Here experts and coaches push you to be the best version of yourself. But youre also your own coach making use of our portfolio of more than 250 (digital) training sessions. Of course we want you to feel supported and comfortable. Thats why we offer a flexible working arrangement so you can work in an environment that inspires you.

We offer a generous employee benefits package that includes: 

• A company car or mobility budget
• Laptop phone & phone subscription
• A competitive salary and indefinite contract
• Insurance coverage meal vouchers eco-cheques and more
• Continuous learning opportunities through the Sopra Steria Academy to support your career development

Ready to take the next step

Were here to support you all the way and we are looking forward to your application!

Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age ancestry nationality color family or medical leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion gender (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.

Remote Work :

No

Employment Type :

Full-time