ServiceNow Transition Manager → Service Delivery Manager

ServiceNow Transition Manager → Service Delivery Manager (Managed Services)

Start Date: Dec 2026-Jan-2027

Man days: 880

Languages: Dutch and/or French, plus English (all professional level)

Eligibility: European Union citizenship required

Location: Brussels

Remote Policy: First 3 months: 3–4 days per week on-site. Afterwards: 2 days per week on-site

About the role

We are looking for an experienced ServiceNow Transition Manager to lead an extation of a client's ServiceNow environment "Managed Services model". Once the transition is complete and stable, you will move into the Service Delivery Manager role on the same project.

This gives you rare continuity: you build the service, then you run it. You stay the client's trusted point of contact across a 4-year engagement, from due diligence and knowledge transfer through to day-to-day delivery, SLA performance and continuous improvement.

Responsibilities

Phase 1 – Transition Manager

• Plan and lead the end-to-end transition of ServiceNow existing managed services from the client or incumbent provider into the new Managed Services organisation.
• Define and own the transition plan: scope, milestones, dependencies, risks, budget and acceptance criteria.
• Run due diligence on the current ServiceNow landscape (modules, integrations, customisations, open backlog and technical debt).
• Organise and track knowledge transfer, shadowing and reverse shadowing with the outgoing team.
• Set up the service model: ITIL processes, SLAs/KPIs, governance, reporting, escalation paths and runbooks.
• Onboard and ramp up the delivery team, including offshore or nearshore resources where applicable.
• Report progress to client and internal stakeholders through steering committees and status reports.
• Manage risks, issues and changes during transition and secure formal sign-off for go-live into steady state.

Phase 2 – Service Delivery Manager

• Act as the main point of contact for the client on all service delivery matters.
• Own SLA and KPI performance, and produce monthly service reviews and reports.
• Lead incident, problem, change and request management escalations, including major incident coordination.
• Run operational and contractual governance meetings (weekly, monthly, quarterly).
• Drive continuous service improvement, automation and platform optimisation initiatives.
• Manage the delivery team's capacity, priorities and performance.
• Follow up on the commercial side of the service: scope, change requests, budget and contract compliance.
• Identify opportunities to extend the service and add value for the client.

Your profile

Must-haves

• Proven experience as Transition Manager in IT Managed Services, with at least one completed ServiceNow transition.
• Solid experience as Service Delivery Manager or in a comparable client-facing service role.
• Strong knowledge of the ServiceNow platform (ITSM at minimum; ITOM, HRSD, CSM or SecOps is a plus).
• Thorough understanding of ITIL processes and SLA/KPI-based service management.
• Experience managing stakeholders up to senior management level, including steering committees.
• Fluent in Dutch and/or French, and fluent in English.
• European Union citizenship.
• Willing to work on-site 3–4 days per week for the first 3 months, then 2 days per week.

Nice-to-haves

• ITIL 4 certification (Foundation or higher).
• ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist).
• Project or transition management certification (PRINCE2, PMP or similar).
• Experience with offshore or nearshore delivery models.
• Experience in large enterprise or public sector environments.

What we offer

• A long-term engagement of 4 years, with the choice of a freelance contract or a permanent position.
• A unique career step: lead the transition, then own the service you built.
• Hybrid working: 2 days on-site per week after the first 3 months.
• A high-visibility role with direct access to client and internal leadership.
• Competitive day rate (freelance) or salary package with benefits (permanent).