Service Management Process Manager (with French)

About the role

NTT DATA is seeking a Service Management Process Manager to lead the design, implementation and continuous improvement of service management processes for the European Commission’s Network Managed Services under the NMSIII framework. The role supports a large‑scale, multi‑site, mission‑critical infrastructure across Brussels and Luxembourg.

Key responsibilities

• Design, develop and refine service management processes aligned with ITIL V3 and DevOps best practices.
• Embed process excellence into daily activities of ~60 on‑site staff, ensuring high‑quality service delivery.
• Review, assess and enhance existing procedures to raise process maturity and operational efficiency.
• Conduct process audits, monitor KPIs and ensure compliance with contractual obligations.
• Define, track and report on process performance metrics, driving continuous improvement initiatives.
• Lead the annual service management workplan and translate process needs into tooling specifications.
• Collaborate with technical stakeholders across LAN/WAN, security, data centre and test/lab environments.

Required profile

• Master’s degree or equivalent (asset).
• 3‑5 years of experience in ITIL V3 process design, implementation and improvement.
• ITIL certification (V3 or higher) strongly preferred.
• Good understanding of network environments; knowledge of Juniper SD‑WAN is a plus.
• Strong analytical, organizational and documentation skills.
• Excellent written and spoken English and French.

Required skills

• ITIL V3
• Juniper SD‑WAN
• LAN/WAN infrastructure
• Network security
• Data centre operations