Location: Onsite in Brussels (initial 2 months), then hybrid/remote possibleRole Overview:We are seeking a highly experienced Service Desk Manager to lead the setup and operationalization of a new IT Service Desk and Operations Center.
This role demands a seasoned professional with a strong background in ITIL-driven service delivery, technical leadership, and operational excellence.
The candidate will be instrumental in defining support models, managing teams, setting up IT processes, and driving continuous improvement in a high-demand, cloud-based environment.Key Responsibilities:Establish and lead a new Service Desk and Operations Center, including staffing, tooling, and support model design.Design and implement the Support Model, including support tiers, escalation flows, and incident response.Define the Technology Landscape Scope aligned with business and technical requirements.Create and manage Support Flows, ensuring efficient incident, problem, and change management practices.Capacity Management:Develop estimation logic for optimal team sizing.Define and maintain the structure of the Operations Management Team (TTS).Capability Management:Define roles and responsibilities across teams.Identify required skill sets and support continuous team development.Process Management:Implement ITIL-aligned support processes (Incident, Problem, Change, etc.
).Define and manage OLAs/SLAs and key performance indicators (KPIs).Drive ITIL best practices and ensure the implementation of an effective modus operandi.Manage and mentor Service Desk staff, ensuring high levels of performance and customer satisfaction.Collaborate with global teams to ensure seamless service delivery and knowledge transfer.Lead continuous improvement initiatives in tooling, processes, and customer experience.Travel to Brussels for 2 months at project start to initiate setup, collaborate with stakeholders, and build local knowledge.Required Skills & Qualifications:Proven experience in Service Desk and IT Operations Management (5–15 years), including building and managing new service operations.Strong leadership experience: Management, Team Lead, Tech Lead roles.Deep knowledge and practical experience with ITIL processes.Experience defining Support Flows, Capacity Models, KPIs, and SLAs.Experience with Service Delivery Ops tools, including:Datadog, ServiceNow, ArchimateStrong understanding of Cloud and DevOps technologies, including:AWS (EKS, RDS, S3)Azure Kubernetes ServiceAiven KafkaAEMCloudflareProficiency in modern application stacks and languages:NodeJS / ReactJS / Java / NextJSGraphQLIDRExcellent communication and stakeholder management skills.Fluent in English (additional languages a plus).Nice to Have:Familiarity with isomorphic app structures and microservices architectures.Exposure to hybrid or multi-cloud environments.Experience working in enterprise environments with Agile/DevOps methodologies.