SERVICE MANAGER SECaaS2 - SMALS

Detailed Responsibilities and Skills

Additional Responsibilities

• Validate processes, use cases, go-live criteria and support arrangements functionally.
• Organise service reviews, analyse KPIs and SLAs, track deviations and lead improvement plans.
• Maintain the service catalogue, service responsibilities, contacts, coverage hours and escalation rules.
• Identify necessary experts, secure participation and coordinate expected SPF SPSCAE contributions.
• Track actions, milestones, risks, blockers and dependencies with other work packages.
• Coordinate preparations for testing, go-live, operational acceptance and handover to run.
• Produce concise governance reports for management and escalate overdue decisions.
• Preserve clear separation between activities retained by SPF SPSCAE and outsourced managed-service activities.
• Integrate security, continuity, supplier and compliance risks into service governance.
• Ensure least privilege, access traceability and privileged-access controls with competent owners.
• Contribute to tracking security incidents, vulnerabilities, audit recommendations and corrective actions within SECaaS2.
• Link service reviews with SPF SPSCAE security, compliance, risk management and continuity arrangements.
• Prepare factual evidence for risk acceptance without replacing the formally authorised risk-acceptance authority.
• Deliver a documented, understood, validated and usable Target Operating Model.
• Deliver a validated RACI identifying service owners, decision makers, contributors, consulted and informed parties and escalation paths.
• Deliver runbooks and operational processes consistent with the FPS environment and supplier responsibilities.
• Establish tracking of KPIs, SLAs, risks, decisions, actions, exceptions and dependencies.
• Integrate ITSM incidents, requests, problems, changes, releases and escalations.
• Deliver controlled operational transition and knowledge transfer to the future internal role holder.
• Maintain validated client TOM and documented governance and escalations.
• Deliver RACI validated by use case and a register of service owners.
• Deliver runbooks, support model, contacts, schedules, escalations and operational acceptance criteria.
• Map ITSM processes and ServiceNow interfaces, including incident, problem, change, request and release flows.
• Deliver KPI/SLA dashboard and registers of actions, decisions, risks, exceptions and dependencies.
• Deliver build-to-run plan, knowledge-transfer plan and handover dossier for the future internal role holder.

General skills

• At least 6 years of professional experience in IT service management, IT governance, operations or cybersecurity.
• At least 5 years of recent experience as a Service Manager, Service Delivery Manager or equivalent client-side role.
• Demonstrable experience establishing or managing managed services with SLAs, KPIs, service reviews and supplier governance.
• Practical experience of ITSM processes: incidents, problems, changes, requests, releases, configuration and continual improvement.
• Experience constructing or validating a TOM, RACI matrix, runbooks and escalation model.
• Experience in a complex cybersecurity environment involving multiple suppliers and stakeholders.
• Experience preparing decisions and reporting to management or a steering committee.
• Cross-functional leadership and ability to obtain decisions without direct hierarchical authority.
• Excellent communication, workshop facilitation, negotiation and conflict management skills.
• Documentation discipline, accountability, results orientation and ability to maintain an overall view.
• Critical thinking, constructive challenge and ability to distinguish facts, assumptions, risks and decisions.
• Comfort working in a public-sector, multi-stakeholder, bilingual environment with demanding compliance requirements.
• Good command of French and Dutch; the vacancy says good command of French and/or Dutch and good command of the other language. Both are listed as active knowledge in the portal.
• Professional English for documentation and supplier exchanges; active knowledge in the portal.

Technical skills

• Mastery of ITIL 4 and service lifecycle management principles.
• Good knowledge of ServiceNow or an equivalent ITSM tool, its integration and shared-environment issues.
• Good understanding of managed cybersecurity services: SOC, SIEM, SOAR, MDR, vulnerability management, network security, identity and privileged access.
• Good understanding of access governance, RBAC, least privilege, PAM/PIM and traceability.
• Operational knowledge of NIS2 requirements, ISO 27001 principles and security risk management.
• Ability to read and challenge SLAs, KPIs, RACI matrices, runbooks, service reports, test plans and production release dossiers.
• Ability to translate technical and security constraints into decisions, responsibilities, risks and actions understandable to management.

Tools

• ServiceNow or an equivalent ITSM tool, integration and shared-environment issues.

Preferred qualifications

• ITIL 4 Managing Professional, ITIL Expert or equivalent certification.
• ISO 27001 Lead Implementer or Lead Auditor certification.
• ServiceNow, COBIT, Prince2 or PMP certification, or proven agile experience.
• Experience in the Belgian federal administration, a G-Cloud environment or a public procurement contract for managed cybersecurity services.

ProUnity competency levels

• Service Management / ITIL: Expert.
• Gouvernance de services managés: Expert.
• ITSM et intégration ServiceNow: Advanced in narrative table; Confirmed in portal.
• SLA, KPI et revues de service: Expert.
• TOM, RACI et runbooks: Expert.
• Gestion fournisseur et parties prenantes: Expert.
• Gestion des incidents, problèmes et changements: Expert.
• Cybersécurité et services SOC/SIEM/MDR: Advanced in narrative table; Confirmed in portal.
• Gestion des risques et conformité NIS2: Advanced in narrative table; Confirmed in portal.
• IAM, RBAC, PAM/PIM et moindre privilège: Advanced in narrative table; Confirmed in portal.
• Continuité, escalade et gestion de crise: Advanced.
• Reporting management et aide à la décision: Expert.

Administrative and mission conditions

• Published 23/10/2026; reference K10219; portal ID JP056849.
• Daily rate EUR 800–1,000 excluding VAT; no broker fee.
• Payment according to contract terms; fast payment available.
• Client is subject to public procurement law; SMALS tender details and framework-agreement links are referenced, but attachment contents are not present.
• Contracting party and managed service provider: ProUnity SA.
• At export: no consultant proposed; maximum 2 candidates.
• Administrative workload: part time 2/5.
• Mission is temporary, with structured transfer to internal capacity.
• Availability: ASAP in mission text; administrative start 09/11/2026.
• Indicative duration 9–12 months, adjustable to SECaaS2 calendar and internalisation; administrative duration 14 months to 31/12/2027.
• Build workload approximately 0.2–0.4 FTE, depending on decision speed and ITSM, test and go-live peaks.
• Following go-live: ongoing service reviews, KPI/SLA follow-up, changes, incidents, validations, reporting and escalations.
• Flexible part-time; greater availability for workshops, testing and production releases.
• Brussels and partial remote work according to operational needs.
• Portal role: Expert Customer Service Manager; recency Any time. Normalized as IT Service Manager based on mission content.
• Portal skills list uses Any time for recency; profile separately requires 5 years of recent client-side service management.
• No explicit application questions, upload instructions or response character limits are included.
• Commercial score 0 is an unassessed schema default; no commercial-sales duties stated.