About the mission
We are looking for a Service Manager to oversee the operational management of our JustCase services. The role involves ensuring service quality, continuity, and improvement while coordinating with internal ICT teams and vendors. Candidates should have 1-4 years of experience in IT support or service management and a basic knowledge of ITIL principles.
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Context
As part of the JustCase program, the central case management system for the judicial domain, multiple projects are transitioning into operational IT services. This requires a structured service management approach aligned with ITIL best practices.Mission
The Service Manager JustCase is responsible for the operational management of JustCase services, ensuring service quality, continuity, and continuous improvement.Key Responsibilities
Manage daily operations of JustCase services (support, service desk)
Implement and manage ITIL processes (Incident, Problem, Change, Request Management)
Coordinate Service Desk activities (L1 / L2 / L3 support)
Monitor and prioritize incidents (bugs) and service requests
Manage changes and ensure controlled releases
Track SLA/KPI performance and provide reporting
Act as the operational point of contact between business, ICT, and vendors
Drive continuous service improvement
Maintain operational documentation and procedures
Profile
1–4 years of experience in IT support or service management
Basic knowledge of ITIL principles
Strong analytical and organizational skills
Good communication and coordination abilities
Structured and proactive mindset
Nice to have
ITIL certification
Experience in public sector or judicial environments
Languages
English: Active knowledge
French: Native
What you'll do
- Manage daily operations of JustCase services (support, service desk)
- Implement and manage ITIL processes (Incident, Problem, Change, Request Management)
- Coordinate Service Desk activities (L1 / L2 / L3 support)
- Monitor and prioritize incidents (bugs) and service requests
- Manage changes and ensure controlled releases
- Track SLA/KPI performance and provide reporting
- Act as the operational point of contact between business, ICT, and vendors
- Drive continuous service improvement
- Maintain operational documentation and procedures
What we're looking for
- 1–4 years of experience in IT support or service management
- Basic knowledge of ITIL principles
- Strong analytical and organizational skills
- Good communication and coordination abilities
- Structured and proactive mindset
Skills
- .Net
- Data & Services Architecture
- Identity and Access Management (IAM)
- ITIL
- Microsoft Dynamics
- Salesforce