{"id":1138479,"url":"https://alion.io/job/sopra-steria-service-operations-manager-2","title":"Service Operations Manager","company":{"id":52881,"name":"Sopra Steria","domain":"soprasteria.com","url":"https://alion.io/company/soprasteria","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":259,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brussels, Belgium"],"countries":["BE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":875},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T08:54:57Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T09:06:24Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so! With more than 51.000 colleagues in nearly 30 countries, we rank\nas Europe’s leading digital solutions provider. Some of the most successful companies in Europe rely on our technology due to our commitment to innovation, collaboration, and value in business development.\nThe world is how we shape it. Let’s shape it together.\n The Service Operations Manager oversees Service Desk and Workplace Services, ensuring stable delivery, SLA achievement, effective governance, escalation management and continuous improvement across internal and external providers.\nKey Responsibilities\nOversee daily Service Desk, workplace support, joiner/leaver, asset and stock services. \nMonitor demand, backlogs, resources and risks, coordinating corrective action. \nEnsure compliance with scope, SLAs, KPIs, security requirements and procedures. \nCoordinate teams and providers while maintaining service, ticket, knowledge, CMDB and asset controls. \nAct as the operational contact for major issues, risks and escalations. \nCoordinate resolver groups and providers during significant incidents and outages. \nEnsure clear ownership, timely updates and documented follow-up. \nSupport continuity readiness and escalate contractual, commercial or security risks. \nGuide team leads and coordinators, promoting accountability and customer focus. \nSupport capacity, skills, backup and onboarding arrangements. \nMonitor supplier performance and address missed commitments. \nMonitor performance through ITSM data, trends and risks. \nPrepare concise reports and action plans for service reviews. \nLead governance meetings, maintain actions and communicate clearly with stakeholders. \nKeep governance documentation aligned with service changes. \nIdentify and deliver measurable improvements in quality, user experience, automation and efficiency. \nEnsure new or changed services meet operational acceptance and handover criteria. \n We’re seeking passionate colleagues who are eager to push the boundaries in digital transformation and technology consulting. At Sopra Steria, you’ll have the opportunity to grow your skills in a constructive, collaborative team environment, working on impactful projects that drive change for our clients. If you thrive on challenge and meet (most of) the qualifications below, we look forward to your application!\nRelevant master or bachelor’s degree or equivalent experience \nMinimum three years’ experience in IT service delivery or operations, including team coordination. \nStrong knowledge of ITIL processes, SLA/KPI management, reporting, escalations and continual improvement. (ITIL v4 certification or equivalent) \nExperience managing distributed teams and suppliers \nExperience with ITSM tools (preferable ServiceNow) \nLanguage: English, Dutch and French are required (both verbally and in writing)\nCustomer-focused ownership and strong stakeholder management. \nClear communication and data-driven decision-making. \nCommercial awareness and ability to work across distributed teams. \nWhat to expect from working at Sopra Steria\nBecome part of a major Tech player in Europe that is recognised for consulting, digital services and software development. Work among high-level professionals who dare to make bold choices to deliver results.\nAdditionally, you’ll join the Business Line DPS (Digital Platform Services). DPS operates in the industrial, life sciences, public and finance sectors and is focused on core IT, from the front-end to the backend of business platforms. With our services, we ensure the continuity of processes and optimize customers' IT strategy, so they benefit from technological capabilities, control their costs and make platforms current and profitable.\n This is what you’ll get from us\nDoing what you love? It’s not just a myth at Sopra Steria. Start your way to excellence with the Sopra Steria Academy. Here, experts and coaches push you to be the best version of yourself. But you’re also your own coach, making use of our portfolio of more than 250 (digital) training sessions. Of course, we want you to feel supported and comfortable. That’s why we offer a flexible working arrangement so you can work in an environment that inspires you.\nWe offer a generous employee benefits package that includes:\nA company car or mobility budget\nLaptop, phone & phone subscription\nA competitive salary and indefinite contract\nInsurance coverage, meal vouchers, eco-cheques, and more\nContinuous learning opportunities through the Sopra Steria Academy to support your career development\nReady to take the next step?\nWe’re here to support you all the way and we are looking forward to your application!\n______\nSopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.","description_format":"text","description_chars":5442,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Dutch","level":"All levels","optional":false},{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Flexible schedule","Insurance coverage"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Hardware"],"lifecycle":[{"event":"open","at":"2026-09-23T09:26:52Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:4","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sopra-steria-service-operations-manager-2","json_url":"https://alion.io/job/sopra-steria-service-operations-manager-2.json","meta":{"generated_at":"2026-09-24T14:39:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}