Service Manager

Brussels | IT Infrastructure & Telecom | Service Management

For an organisation in Brussels, we are looking for an experienced Service Manager to take ownership of the end-to-end management of services delivered by external suppliers.

In this role, you act as the key point of contact between internal stakeholders and suppliers. You monitor service quality and performance, manage SLAs and KPIs, and ensure that contractual agreements are met. At the same time, you identify opportunities for optimisation and actively drive continuous improvement.

Your role

As a Service Manager, you take ownership of the service delivery and ensure that suppliers deliver on their commitments. You combine a strong analytical mindset with excellent communication, stakeholder management and negotiation skills.

Your responsibilities include:

• Managing, analysing and challenging SLAs and KPIs within supplier contracts.
• Validating SLA and performance reporting and monitoring agreed service levels.
• Identifying deviations and initiating corrective actions.
• Preparing and supporting SLA negotiations and contract changes.
• Organising and leading Service Review Meetings with suppliers.
• Building and maintaining a constructive and high-performing relationship with suppliers.
• Preparing and analysing service and performance reports.
• Reporting on trends, risks, KPIs and improvement opportunities to management, business and IT stakeholders.
• Setting up and following up on Service Improvement Plans (SIPs).
• Initiating and monitoring improvement actions based on KPI deviations, customer feedback or service issues.
• Monitoring the implementation and effectiveness of improvement initiatives.
• Identifying opportunities for service optimisation and cost savings.
• Aligning with internal teams such as network, support and contract management.
• Advising management on contractual and service-related decisions.
• Ensuring clear and structured communication regarding service delivery and performance.

Your expertise

You are an experienced Service Manager with a strong background in service management and supplier management. You enjoy analysing performance, challenging suppliers and turning insights into concrete improvements.

You also bring:

• At least 5 years of relevant experience in Service Management and/or supplier management.
• At least 3 years of demonstrable experience with SLA/KPI management and contract follow-up across recent projects.
• Recent relevant experience as a Service Manager within telecom services.
• Solid knowledge of ITIL and the Service Management lifecycle.
• Strong analytical and results-oriented thinking.
• Proven negotiation, influencing and supplier management skills.
• Excellent communication and reporting skills.
• A proactive attitude and a clear continuous improvement mindset.
• Strong stakeholder and supplier management experience.
• Dutch or French at native level or minimum C1, with at least B2 level in the other national language.
• English at minimum B2 level.
• Willingness to work onsite in Brussels when required by the assignment.

What We Offer

For Freelancers

• A long-term, high-impact assignment within one of Belgium’s largest enterprise environments.
• A competitive daily rate reflecting your expertise.
• 30-day payment terms with transparent agreements.
• Dedicated follow-up throughout your assignment.
• Access to the TalentRoots community and our Out-of-Office Fun.

For Employees

• A competitive salary package tailored to your experience.
• Company car with charging card.
• Group and hospitalisation insurance.
• Dedicated learning and certification budget.
• 12 additional ADV days.
• Regular follow-up, coaching, and career development.
• A close-knit community with fun events beyond the workplace.