Service Manager

Mission Overview:

As a Keystone Solutions consultant, you will be engaged on a consultancy mission with our client as a Service Manager. You will be responsible for the end-to-end management of supplier-delivered services. Acting as the single point of contact (SPOC) for both internal stakeholders and the supplier, you will safeguard the quality, performance, and contractual commitments of the services delivered. You will ensure optimal collaboration with a strong focus on SLA compliance, financial follow-up, and continuous service improvement. All responsibilities below will be carried out within Keystone Solutions' consultancy model, working closely with the client's teams.

Key Responsibilities:

• Contract and SLA Management
  • Monitor, analyze, and challenge SLAs and KPIs within the contract.
  • Prepare and support SLA negotiations and contract changes.
  • Validate SLA reporting and safeguard the agreed service levels.
  • Identify deviations and initiate corrective actions.
• Supplier Management
  • Organize and lead Service Review Meetings.
  • Actively contribute to a constructive and high-performing collaboration.
• Service Performance & Reporting
  • Prepare and analyze SLA and performance reports.
  • Monitor trends, risks, and improvement opportunities.
  • Report to internal stakeholders (management, business, IT).
• Continuous Improvement
  • Set up and follow up on service improvement plans.
  • Initiate improvement actions based on KPI deviations or customer feedback.
  • Safeguard the implementation and effectiveness of improvement initiatives.
• Financial Follow-up
  • Identify optimization and cost-saving opportunities.
• Stakeholder Management & Governance
  • Align with internal teams (network, support, contract management, etc.).
  • Advise management on contractual and service-related decisions.
  • Ensure clear and structured communication regarding service delivery.

Conformity Criteria:

• Minimum 5 years of relevant experience in Service Management or supplier management.
• 3 years of experience across the last 5 projects in SLA/KPI management and contract follow-up.
• Relevant experience as a Service Manager in telecom services within the last 5 years.
• Demonstrable knowledge of ITIL (Service Management lifecycle).
• Dutch or French as a native language or at least level C, with the other language at least level B2. For English, at least level B2.
• The consultant can be present onsite (Brussels) at the request of the manager if the execution of the assignment requires it.

Evaluation Criteria:

For each evaluation criterion, your CV is expected to clearly demonstrate relevant experience or knowledge using one or more examples or projects. The more relevant experience or knowledge you can substantiate with concrete examples, the more favorably your CV will be assessed.

• At least 5 years of experience with stakeholder and supplier management.
• Analytical and result-oriented thinking in the last 3 projects and demonstrate how this was applied.
• Demonstrate negotiation and influencing skills in relevant projects.
• Demonstrate communication and reporting in relevant projects.
• Demonstrate proactivity and a continuous improvement mindset in relevant projects.

Consultancy at Keystone Solutions:

• Consultancy Nature of Work: You will operate as a Keystone Solutions consultant, collaborating closely with the client's teams. Assignments may include on-site work at client locations (including Brussels when required) to ensure seamless stakeholder engagement and service governance.
• Dynamic Projects: Engage with diverse challenges across client environments, from rigorous SLA governance to performance reporting and continuous improvement initiatives.
• Turbo-Charged Learning and Development: Benefit from broad learning experiences supported by Keystone Solutions through coaching, knowledge sharing, and targeted upskilling aligned to ITIL and best practices in service management.
• Ambition Skyrocketing within a Consultancy Framework: Build your career through varied client engagements that expand your stakeholder management, supplier governance, and telecom service leadership capabilities.

Our Values in Every Engagement:

Being a K-Stone means bringing impact, ownership, and partnership to every client project. We commit to excellence in delivery, transparent communication, and continuous improvement—values that guide our consultants in every engagement.

Why This Consultancy Role Excites:

• Apply your ITIL knowledge to real-world SLA governance and performance optimization.
• Partner with internal and external stakeholders to drive measurable improvements.
• Leverage your telecom service management experience across impactful client missions.

Location and Ways of Working:

• Client-facing consultancy role via Keystone Solutions.
• On-site presence in Brussels may be required by the client's manager based on assignment needs.
• Multilingual environment requiring Dutch or French at high proficiency and English at B2 level or higher.

Ready to Apply?

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.