IT Service Manager @ Unbox in Belgium

As a Senior IT Service Manager at Unbox, you will take charge of the IT service delivery function, ensuring the seamless and efficient provision of IT services to our clients. Your primary responsibility will be to optimize service processes and maintaining service level agreements (SLAs). In addition to your technical expertise, you will need to demonstrate exceptional leadership and communication skills to create a support team towards delivering outstanding IT support for our Unbox software.

Join our dedicated team and play a pivotal role in driving service excellence and ensuring customer satisfaction through effective IT service management. If you have a passion for delivering exceptional IT services and a proven track record in leading service teams, we invite you to apply and be a part of our journey to deliver excellence and redefine the IT service landscape.

• Service Delivery Leadership: Setting clear goals, performance expectations, and providing guidance to ensure the successful execution of IT services
• ITIL Implementation: Drive the adoption and consistent application of ITIL best practices across the service management lifecycle, including incident management, problem management, change management, and service request fulfillment
• Service Level Management: Develop and maintain SLAs, OLAs (Operational Level Agreements), and KPIs (Key Performance Indicators) to measure and continuously improve service performance, ensuring that service targets are consistently met or exceeded
• Incident and Problem Management: Implement efficient incident and problem management processes to identify, resolve, and prevent recurring IT issues, minimizing service disruptions and their impact on clients
• Service Improvement Initiatives: Proactively identify areas for service improvement, collaborate with cross-functional teams to implement enhancements, and monitor the effectiveness of improvement efforts
• Customer Relationship Management: Cultivate strong relationships with clients, acting as the primary point of contact for high-level service escalations, service reviews, and customer feedback
• Service Reporting: Prepare and present regular service performance reports to senior management and clients, highlighting achievements, areas of concern, and improvement recommendations
• Budget Oversight: Collaborate with the finance department to manage the IT service budget, ensuring cost-effectiveness while maintaining service quality

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree is a plus
• Proven experience (+8 years) in IT service management, with a strong track record of managing IT service delivery and ITIL implementation
• ITIL v4 Foundation or higher certification is highly desirable
• Proficient in service management tools and ITSM platforms
• Demonstrated leadership skills, including the ability to lead and motivate a team effectively
• Exceptional communication and interpersonal skills, with the ability to interact confidently with clients and stakeholders at all levels
• Fluent in at least Dutch and English, French is considered a plus
• Strong analytical and problem-solving abilities, with a strategic mindset
• Understanding of IT security principles and best practices
• Experience with managing GDPR, DP(I)A,…-processes is considered a big plus
• Excellent organizational skills with the ability to prioritize and manage multiple projects simultaneously
• Ability to thrive in a fast-paced environment
• Integrity, professionalism, and a positive attitude

We’re looking for people who consider themselves to be high achievers, who’re not afraid of hard work, ownership, and responsibilities. If you’ve tried ‘the 9-5’ and didn’t find it fulfilling or if you’re really looking to put your time and efforts behind something that matters, come join us. We’re (re)building better societies and are looking for only the best to (re)build it with.

Get a feel about our values and culture: https://www.unboxuniverse.com/values