IT Service Manager HYBRID in Brussels Belgium (EU PASSPORT HOLDERS ONLY)

IT Service Manager HYBRID in Brussels Belgium (EU PASSPORT HOLDERS ONLY)

Service Manager/Team Leader with experience in the r automotive sector required to join a leading client.

ITIL, ITSM, ServiceNow

JOB LOCATION: Brussels Belgium (Zaventum)

On site in Zaventum

Freelance duration: 2 years

EU Citizen Mandatory

6-10 years' experience

RATE: EUR 400 - EUR 500/EUROS PER DAY

The role:

Support and maintain critical IT services for engineering work, including:

Active Directory domain management for engineering workstations

Packaging, installation, and deployment of applications and software licenses used by engineering teams

Management of technical filesystems and storage environments for engineering data

Troubleshooting and resolving user issues related to engineering tools, workstations, and environments

Lifecycle activities in the environment, such as OS upgrades and coordination of major software releases

Key Responsibilities

Team & Service Management

Organize and coordinate daily team activities, workloads, and priorities

Ensure smooth handling of incidents, service requests, and change activities via ServiceNow or similar ITSM platforms

Define, implement, and continuously improve operational processes and workflows

Analyse and enhance team processes, and establish new workflows

Maintain service continuity, ownership, and accountability for all support activities within the engineering domain

Transform the team into a high-performing support unit

Operational Excellence & Crisis Handling

Lead and coordinate technical crisis situations affecting engineering operations

Act as escalation point for complex issues and ensure timely resolution

Liaise with management, engineering leaders, security teams, and key stakeholders during high-impact events

Prepare post-mortems, drive corrective actions, and prevent recurrence of major incidents

Performance Management

Define KPIs to monitor incident resolution, request handling, backlog, Workstation availability, and service health

Track, analyze, and report performance data to ensure support quality and continuous improvement

Balance support tasks, project work, and crisis response to maintain operational readiness

Reporting & Communication

Produce factual, data-driven reports on KPIs, service performance, crises, and ongoing projects

Provide regular updates to management and stakeholders regarding operational status, risks, and achievements

Maintain clear and transparent communication channels with engineering teams and internal partners

Core Competency Skill Sets

Technical Background

Solid understanding of enterprise IT environments, especially:

Active Directory domain administration

Application packaging and deployment

Filesystem management and storage principles

Engineering Workstation environments (Windows, Linux)

Familiarity with ITSM tools such as ServiceNow

Ability to reason and report according to Business Practices

Strong data science skills, with proficiency in Excel, PowerBI, and Python

Leadership & Social Skill

Experience leading technical teams in a support or operations context

Strong prioritization skills and ability to manage workloads under pressure

Excellent problem-solving abilities and crisis-management mindset

Effective communication with technical staff, internal customers, and management stakeholders

Additional Skills

Experience in KPI design and service performance reporting

Familiarity with engineering environments (CAD, simulation tools, etc.)

Understanding of ITIL processes is an advantage