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Sopra Steria Logo Sopra Steria · IT - Administration

Service Level Manager

Belgium, Brussels · Job Posted June 26, 2025
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Job Description

At Sopra Steria’s OptimAI team, we help customers optimize and simplify core operations using leading software solutions like DELMIA Quintiq. We support some of the world’s largest organizations in running their operations efficiently. Our Customer Care (CuCa) team ensures these solutions continue to perform at the highest level after the go-live. As a Service Level Manager, you are responsible for the continuity, quality, and future-readiness of services delivered by the CuCa team. You combine day-to-day service governance with a proactive and advisory mindset. Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so! With more than 56,000 colleagues in 30 countries, we rank as Europe’s leading digital solutions provider.

Job Responsibility

  • Ensure operational continuity and SLA-compliant service delivery across your customer portfolio
  • Guide CuCa consultants in their daily execution and customer interactions
  • Lead service review meetings and communicate clearly through reports and dashboards
  • Align third-party services with contractual and technical standards
  • Identify and drive continuous service improvements, both operational and strategic
  • Act as a trusted advisor, spotting opportunities for system-wide optimizations beyond CuCa scope
  • Contribute to our ambition to evolve towards intelligent support services, including AI-driven capabilities
  • Promote knowledge sharing and ensure the Customer Knowledge Base remains a living reference
  • Provide input for budget follow-up and support contract renewals
  • Guide the onboarding of new customers, ensuring a smooth transition into operational support.

Requirements

  • Proven experience in service delivery, service level management, or IT support in an enterprise environment
  • Familiarity with ITIL principles and continuous improvement methodologies
  • Ability to translate customer needs into actionable service and operational improvements
  • Strong communication and stakeholder management skills
  • Experience supporting complex or business-critical software applications is a strong asset
  • Hands-on experience with ITSM tools (e.g., 4me, ServiceNow, or similar)
  • Languages: Dutch and English are required
  • French is a plus.

What we offer

  • Mobility options (including a company car)
  • Insurance coverage
  • Meal vouchers
  • Eco-cheques
  • Continuous learning opportunities through the Sopra Steria Academy
  • Team events.
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