Junior IT Service Manager – JustCase

Location: Brussels, Belgium
Work Model: Hybrid
Employment Type: Full-time Contract
Duration: 2 months
Start Date: ASAP
Experience: 1–4 years

Job Overview

We are looking for a Junior IT Service Manager to support the operational management of IT services within a large-scale digital transformation programme.

The successful candidate will help ensure the quality, continuity, and continuous improvement of IT services, working closely with business stakeholders, ICT teams, service desk teams, project teams, and external suppliers.

This role is ideal for a structured and proactive IT professional with experience in IT support, service management, incident management, and ITIL processes.

Key Responsibilities

• Support the day-to-day management of IT services, including user support and service desk activities.
• Implement and follow ITIL-based processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
• Coordinate and follow up on L1, L2, and L3 support activities.
• Monitor, prioritise, and follow up on incidents, bugs, and user requests.
• Support change management and controlled release processes.
• Monitor SLA and KPI performance and contribute to regular reporting.
• Act as an operational point of contact between business stakeholders, ICT teams, and external suppliers.
• Coordinate communication and follow-up during service incidents.
• Identify opportunities for improving IT services and operational processes.
• Maintain service documentation, procedures, workflows, and runbooks.
• Support the implementation of structured service management practices.
• Contribute to maintaining service quality, stability, and continuity.

Required Skills & Experience

• 1–4 years of experience in IT support, ICT operations, or IT service management.
• Basic understanding of ITIL principles and service management processes.
• Experience with incident and service request management.
• Understanding of Service Desk operations.
• Good organisational and analytical skills.
• Strong communication and coordination abilities.
• Ability to work effectively with multiple stakeholders.
• Structured, proactive, and solution-oriented mindset.
• Ability to manage and prioritise multiple incidents or requests.
• Experience working in a complex, multi-stakeholder environment.

Nice to Have

• ITIL certification or equivalent training.
• Experience in the public sector.
• Experience within a judicial/legal environment.
• Familiarity with .NET, Microsoft Dynamics, or Salesforce environments.
• Understanding of Identity and Access Management (IAM).
• Knowledge of data and services architecture.
• Experience supporting digital transformation programmes.

Languages

• Dutch or French: Native proficiency
• English: Active working knowledge

Ideal Candidate

The ideal candidate is an organised and communicative IT professional who enjoys coordinating between technical teams, business stakeholders, and suppliers. You should be comfortable handling incidents, prioritising competing requests, following ITIL processes, and identifying opportunities to improve service delivery.

Working Arrangement

• Hybrid position in Brussels
• Full-time engagement
• Strong coordination with ICT, business, service desk, and external stakeholders required.