Service Manager JustCase - SPF Justice - FOD Justitie
Description
JustCase is the central case management system for the judicial domain, and several programme projects are transitioning into operational IT services. This creates a need for structured service management aligned with ITIL best practices. The Service Manager JustCase will help establish stable, high-quality operational services for users. The assignment sits within FOD Justitie - SPF Justice in Brussels.
The role owns the day-to-day operational management of JustCase services, including support, Service Desk coordination, incidents, service requests, changes and controlled releases. It also covers implementation and management of Incident, Problem, Change and Request Management processes. SLA and KPI performance must be monitored and reported regularly. Operational documentation, procedures and workflows are also maintained.
The Service Manager acts as the operational point of contact between business stakeholders, ICT teams and vendors. The role requires analytical, organizational, communication and coordination abilities in a complex multi-stakeholder environment. A structured, proactive and autonomous working style is expected. ITIL certification and public-sector or judicial experience are considered advantages.
Top Reasons to Apply
Judicial digital transformation
Broad stakeholder exposure
ITIL service ownership
Continuous service improvement
Detailed Responsibilities and Skills
Additional Responsibilities
- Maintain operational documentation
General skills
- 1–4 years of experience in IT support or service management
- Strong analytical skills
- Strong organizational skills
- Good communication abilities
- Good coordination abilities
- Ability to work in a complex multi-stakeholder environment
- Autonomous working ability
- Structured and proactive mindset
- Team-oriented working style
- Dutch or French at native level
- English with active knowledge
Technical skills
- Basic knowledge of ITIL principles
- ITIL at junior level
- Incident Management
- Problem Management
- Change Management
- Request Management
- Service Desk L1/L2/L3 coordination
- SLA and KPI monitoring and reporting
- Data & Services Architecture at junior level
- Identity and Access Management (IAM) at expert level
- ITIL certification or equivalent (nice to have)
- Public sector experience (nice to have)
- Judicial environment experience (nice to have)
Tools
- .Net at junior level
- Microsoft Dynamics at junior level
- Salesforce at expert level