About the companyAs a total solution provider of medical devices and pharmaceutical packaging, Nipro Europe Group Companies is continuously committed to improving patient outcomes and quality of life. We are part of a large global network headed by Nipro Corporation Japan, an industry-leading healthcare company with over 38,000 employees worldwide. Our European headquarters in Mechelen, Belgium covers a wide geographical reach (Europe, Africa, India, the Americas) and is home to Nipro Medical Europe, Nipro PharmaPackaging International, and the Institute for Medical Practice (iMEP) Belgium.About the roleThe IT Service Manager ensures effective delivery of IT Service Management to internal customers. This includes managing outsourced infrastructure service providers and acting as line manager for local IT managers at two sites. Key responsibilities involve overseeing contracts, monitoring vendor performance, resolving escalations, and driving service improvements. The role also includes strategic alignment of services with business goals and managing costs and risks. Additionally, the IT Service Manager owns core ITSM processes—incident, problem, change, service request, and asset management—ensuring quality execution and leading major incident response. You will also support and guide local IT managers in their daily operations.What you’ll doService Provider Management (40%)Monitor vendor performance and manage service level agreementsAct as the main contact for escalations and service issuesOversee contracts, costs, and compliance with service providersIdentify and mitigate risks in outsourced service deliveryOperational Management (40%)Lead incident, problem, change, and asset management processesEnsure accurate service tracking and resolution across ITSM toolsHost change advisory board meetings and manage major incidentsSupport project transitions into daily operationsProcess & Service Improvement (10%)Drive service improvements and optimize ITSM tools and processesAlign service providers with internal IT and business needsTeam Leadership (10%)Support and coach local IT managers in daily operationsFoster a culture of customer focus and continuous learningWhat you’ll needProven experience in IT service and vendor managementStrong knowledge of ITSM processes and toolsExperience leading teams and coaching IT professionalsExcellent communication and problem-solving skillsAbility to manage service delivery in a hybrid (outsourced) environmentFamiliarity with ISO and JSOX compliance standardsWhy you should applyYou’ll join a global healthcare leader committed to innovation and qualityYou’ll work in a collaborative, forward-thinking IT environmentYou’ll have the opportunity to shape infrastructure strategy and deliveryYou’ll be part of a team that values growth, learning, and customer focus