IT Service Manager / Cybersecurity / (Freelance, Brussels)

Project overview

IT Service Manager / Cybersecurity – Managed Services (Freelance, Brussels)

The Context

Elyah Group is looking for an experienced client-side Service Manager for one of its clients. They will be involved in a managed services cybersecurity program, operated by an external provider, as it transitions from the construction phase to operations.

The consultant will need to structure and manage the service governance, ensure a controlled transition to operations, and then transfer knowledge to the future internal team.

Your Role

You are the client's point of reference for service governance. You will organize decisions, clarify responsibilities, and ensure that commitments, risks, changes, incidents, and dependencies are tracked in a traceable manner. You will not replace technical teams, the provider, or control functions.

Your Missions

Service Governance

Service Management and ITSM

Coordination, Security, and Compliance

Expected Deliverables

Profile Sought

Assets

Languages

• Lead governance workshops: Target Operating Model (TOM), RACI matrix, access model, changes, incidents, escalations
• Prepare decisions, document them, and obtain approvals
• Define steering committees: committees, frequencies, participants, mandates, escalations
• Ensure consistency between the different program work packages and track dependencies
• Apply the "comply or explain" principle: any deviation must be justified, approved, time-limited, and tracked
• Be the point of contact for the provider's Service Delivery Manager and internal stakeholders
• Map the existing ServiceNow environment and its processes
• Align client and provider processes: incidents, problems, changes, requests, production deployments, access, escalations
• Organize service reviews, analyze KPIs and SLAs, and manage improvement plans
• Maintain the service catalog and escalation rules
• Coordinate internal experts, milestones, risks, tests, production deployment, and transition to operations
• Produce concise governance reporting for management
• Integrate security, continuity, provider, and compliance risks (NIS2, ISO 27001)
• Ensure the principle of least privilege, access traceability, and management of privileged access
• Track security incidents, vulnerabilities, and audit recommendations
• A validated and maintained TOM, with documented governance and escalations
• A validated RACI matrix by use case and a register of service owners
• Runbooks, a support model, and operational acceptance criteria
• Mapping of ITSM processes and ServiceNow interfaces
• A KPI/SLA dashboard and registers for actions, decisions, risks, and dependencies
• A transition to operations plan and a knowledge transfer dossier
• At least 6 years of experience in IT service management, IT governance, operations, or cybersecurity
• At least 5 recent years as a client-side Service Manager / Service Delivery Manager, or in an equivalent role
• Demonstrated experience in managing managed services: SLAs, KPIs, service reviews, provider governance
• Advanced proficiency in ITSM processes and ServiceNow, or an equivalent tool
• Experience in building a TOM, RACI matrix, runbooks, and escalation models
• Mastery of ITIL 4
• Good understanding of managed cybersecurity services: SOC, SIEM, SOAR, MDR, vulnerability management, IAM, PAM/PIM
• Operational knowledge of NIS2 and ISO 27001
• Transversal leadership and the ability to obtain decisions without hierarchical authority
• Ease of working in a multi-stakeholder environment with strong compliance requirements
• ITIL 4 Managing Professional or Expert certification
• ISO 27001 Lead Implementer or Lead Auditor certification
• ServiceNow, COBIT, Prince2, or PMP certification
• French and Dutch: one language mastered, and good command of the other
• Professional English

Project details

• Type: freelance mission
• Duration: 9 to 12 months
• Workload: flexible part-time, approximately 0.2 to 0.4 FTE during the construction phase, with peaks during workshops, testing, and production deployments
• Location: Brussels, hybrid
• Start date: as soon as possible
• Start: flexible
• Remote: hybrid
• Location: Brussels, Belgium, BE
• Languages: French