Service Manager SECaaS2

Keystone Solutions is seeking an experienced consultant to take on the role of Service Manager for a managed services project at a client site. This consultancy mission involves overseeing the governance of services and ensuring a smooth transition from the construction phase to operational management.

• →Act as the primary client contact for service governance, organizing decisions and clarifying responsibilities.
• →Develop and maintain a Target Operating Model (TOM) that is documented, validated, and operational.
• →Establish a validated RACI matrix identifying service owners, decision-makers, contributors, and escalation paths.
• →Ensure consistency across various work packages and manage cross-dependencies.
• →Facilitate workshops related to TOM, RACI, access models, changes, incidents, and escalations.
• →Document the existing ServiceNow environment and align client and provider processes for incidents, problems, changes, and requests.
• →Coordinate operational activities, including identifying necessary experts and managing contributions from stakeholders.
• →Produce governance reports for management and escalate decisions that are not made in a timely manner.

• Validated and maintained TOM; documented governance and escalations.
• RACI validated by use case and service owner registry.
• Runbooks, support model, contacts, and operational acceptance criteria.
• Process mapping and interfaces for ServiceNow; incident, problem, change, request, and production flows.
• KPI/SLA dashboard, action registry, decisions, risks, exceptions, and dependencies.
• Build-to-run transition plan and knowledge transfer documentation for the future internal holder.

• Minimum of 6 years of professional experience in IT service management, IT governance, operations, or cybersecurity.
• At least 5 years of recent experience in a Service Manager or equivalent role on the client side.
• Proven experience in establishing or managing services with SLAs, KPIs, service reviews, and provider governance.
• Practical experience with ITSM processes: incidents, problems, changes, requests, and production.
• Strong understanding of managed cybersecurity services and ITIL 4 principles.

• Cybersécurité et services SOC/SIEM/MDR - Level: Confirmed - Most recent: Any time
• Gestion des risques et conformité NIS2 - Level: Confirmed - Most recent: Any time
• Gouvernance de services managés - Level: Expert - Most recent: Any time
• IAM, RBAC, PAM/PIM et moindre privilège - Level: Confirmed - Most recent: Any time
• ITSM et intégration ServiceNow - Level: Confirmed - Most recent: Any time
• Service Management / ITIL - Level: Expert - Most recent: Any time
• SLA, KPI et revues de service - Level: Expert - Most recent: Any time
• TOM, RACI et runbooks - Level: Expert - Most recent: Any time

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