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# Service Manager SECaaS2

- **Company:** Keystone Solutions
- **Location:** Brussel, Belgium
- **Experience:** Expert
- **Contract:** Temporary contract
- **Skills:** Identity and Access Management, IT Management, Role-Based Access Control, Runbook, Security Information and Event Management, Servicenow
- **Published:** October 24, 2026
- **Apply:** https://www.adzuna.be/details/5940184653

## About the Role

* Minimum of 6 years of professional experience in IT service management, IT governance, operations, or cybersecurity.
 * At least 5 years of recent experience in a Service Manager or equivalent role on the client side.
 * Proven experience in establishing or managing services with SLAs, KPIs, service reviews, and provider governance.
 * Practical experience with ITSM processes: incidents, problems, changes, requests, and production.
 * Strong understanding of managed cybersecurity services and ITIL 4 principles., * Cyberscurit et services SOC/SIEM/MDR - Level: Confirmed - Most recent: Any time
 * Gestion des risques et conformit NIS2 - Level: Confirmed - Most recent: Any time
 * Gouvernance de services manags - Level: Expert - Most recent: Any time
 * IAM, RBAC, PAM/PIM et moindre privilge - Level: Confirmed - Most recent: Any time
 * ITSM et intgration ServiceNow - Level: Confirmed - Most recent: Any time
 * Service Management / ITIL - Level: Expert - Most recent: Any time
 * SLA, KPI et revues de service - Level: Expert - Most recent: Any time
 * TOM, RACI et runbooks - Level: Expert - Most recent: Any time

## Description

Keystone Solutions is seeking an experienced consultant to take on the role of Service Manager for a managed services project at a client site. This consultancy mission involves overseeing the governance of services and ensuring a smooth transition from the construction phase to operational management., * Act as the primary client contact for service governance, organizing decisions and clarifying responsibilities.

 * Develop and maintain a Target Operating Model (TOM) that is documented, validated, and operational.
 * Establish a validated RACI matrix identifying service owners, decision-makers, contributors, and escalation paths.
 * Ensure consistency across various work packages and manage cross-dependencies.
 * Facilitate workshops related to TOM, RACI, access models, changes, incidents, and escalations.
 * Document the existing ServiceNow environment and align client and provider processes for incidents, problems, changes, and requests.
 * Coordinate operational activities, including identifying necessary experts and managing contributions from stakeholders.
 * Produce governance reports for management and escalate decisions that are not made in a timely manner.

Expected Deliverables:

 * Validated and maintained TOM; documented governance and escalations.
 * RACI validated by use case and service owner registry.
 * Runbooks, support model, contacts, and operational acceptance criteria.
 * Process mapping and interfaces for ServiceNow; incident, problem, change, request, and production flows.
 * KPI/SLA dashboard, action registry, decisions, risks, exceptions, and dependencies.
 * Build-to-run transition plan and knowledge transfer documentation for the future internal holder.