IT Service Manager 

bpostgroup strives to create an inclusive environment with challenging projects and inspiring collaborations. With our employees at the heart of our organization, we don’t believe in jobs, we believe in careers.  

Your mission:

The ICT Service Manager acts as the trusted point of contact and representative for ICT service-related matters towards bpost’s business departments. They build sustainable relationships by capturing needs, aligning them within the ICT organization, and translating customer requirements into SLAs. They monitor service delivery, ensure quality, initiate improvements, provide agreed reporting, and guarantee implementation of solutions. The goal is to elevate ICT services to the level expected by internal customers, supporting their business objectives. Service Management plays a key role in all ITSM-related processes within bpost and maintains close ties with other support and delivery processes across bpost Tribes.

Main Responsibilities

Customer Relationship Management

·       Build and maintain strong relationships with assigned BU management and relevant ICT stakeholders.

·       Ensure delivered IT services align with agreements.

·       Organize and lead monthly service meetings with senior business management.

·       Monitor impact of changes to ICT services and new solutions on business outcomes.

·       Prepare and present ICT Service Reports during Service Review Meetings, including major incidents and escalations.

·       Capture and propose new reporting items; adjust standard reporting where useful.

·       Identify service improvement needs and define them in SLAs with relevant IT teams/partners.

·       Provide reporting during ICT Review meetings and quarterly reviews with business.

·       Evaluate ICT services with senior business management.

·       Coordinate resolution of major issues (escalation point).

·       Communicate and explain IT services budget.

Accountability for Service Quality

·       Conduct root cause analyses, define corrective actions, and follow up during Service Review Meetings.

·       Escalate services not meeting agreed levels to appropriate ICT contacts.

·       Evaluate critical success indicators and initiate corrective actions.

·       Assess business impact of service changes or new solutions; report and propose improvements.

·       Ensure IT services comply with security and regulatory standards.

·       Maintain documentation and provide regular performance reports.

SLA Definition and Management

·       Contribute to establishing a Service Level Management competence center.

·       Use effective tools for SLA monitoring from both ICT and business perspectives.

·       Help define standards and best practices.

·       Collaborate with business to create, promote, and update the ICT service catalog.

·       Understand, evaluate, negotiate, and challenge short- and long-term service level needs.

·       Support ICT projects in SLA setup.

·       Propose and define KPIs for service quality monitoring.

·       Initiate improvements where service levels are at risk.

·       Promote initiatives to improve service quality in collaboration with line management.

·       Propose renewal and optimization of existing SLAs.

Vendor Management

·       Help define SLAs/KPIs and follow up with external vendors and service providers.

Process Ownership

·       Own and manage Change Management, Incident Management, and Problem Management processes.

·       Drive continuous improvement and implement process enhancements.

·       Coordinate Change Approval Board.

·       Oversee change management to minimize disruptions.

Coaching & Culture Building

·       Coach ICT managers and specialists to foster a service-oriented culture.

·       Promote service-oriented thinking as a core asset within ICT.

Your profile:  

We do not only deliver letters and parcels, but also opportunities. This job is open to all with diverse backgrounds and talents, possessing the following profile:  

Education

• University degree or equivalent through experience.

Experience

• 10 years of work experience, including 5 in customer-facing roles.
• Maturity and experience across various functions.
• Affinity or experience with IT environments and processes.
• Ability to build relationships with senior management and understand cross-BU responsibilities.
• Strong analytical, pragmatic, and solution-oriented mindset.
• Excellent communicator and coordinator.
• Customer-focused, autonomous, hands-on, proactive, entrepreneurial, empathetic, and persuasive.

Language Skills

• Business fluent English, ideally trilingual in Dutch and French

Our offer:  

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes:  

·       Competitive monthly salary 

·       Meal vouchers 

·       Hospitalization-, group- and disability insurances 

·       A phone subscription and company car 

·       20 days of statutory leave and 7 additional extralegal days off  

·       An end-of-year and performance-based bonus and double holiday pay  

·       Many benefits from more than 100 bpost-partners 

Why bpostgroup? 

bpostgroup is Belgium's leading postal operator and a growing parcel & omni-commerce logistics partner globally. With a focus on social and environmental sustainability, we aim to be a trusted guide in a changing world. As our newest team member you will:  

·       Become part of the bpostgroup family with a unique atmosphere and culture. 

·       Enjoy a dynamic work environment with a hybrid model allowing for flexibility. 

·       Have access to continuous learning and development opportunities. 

·       Have a direct impact on decision-making in an international success story. 

·       Thrive in a leadership culture centered on visioning, sense making, innovation, and relating, empowering you to lead effectively in our forward-thinking organization. 

Find out more about bpostgroup

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