Location: Hybrid (Belgium)
Orise Digi helps organizations build, modernize, and operate cloud platforms.
We combine cloud engineering, managed services, and data & integration to deliver secure, scalable, and high-performing digital solutions — from design to day-to-day operations.
Role
The Managed Service Service Manager (MSSM) is responsible for the day-to-day service delivery of a pooled portfolio of managed service customers. You ensure SLA compliance, incident and backlog control, escalation handling, and accurate reporting. While the Technical Account Manager (TAM) owns architecture and roadmap discussions, you own service governance and execution.
Key Responsibilities
* Govern SLAs (response times, resolution times, MTTR, backlog health)
* Act as primary escalation point for P1 incidents
* Enforce correct incident prioritisation and Key User processes
* Drive Problem Management and timely delivery of RCA documentation
* Produce and present monthly service reports (SLA performance, trends, backlog)
* Own delivery of cloud optimisation reports with input from the TAM
* Manage service onboarding, scope control, and operational checklists
* Support contract performance tracking, renewals, and billing validation
* Coordinate with support teams, development, and vendors
* Ensure ITIL and SOP compliance and continuous service improvement
Requirements
* 3+ years’ experience in Service Management within Azure or Cloud Managed Services
* Strong experience managing SLAs across multiple customers
* Solid ITIL knowledge (Incident vs Problem Management)
* Data-driven and comfortable with service reporting
* Strong stakeholder and escalation management skills
* Fluent in English; French or Dutch is an asset
What’s in it for you?
* A supportive, close-knit team that’s passionate about tech
* Opportunities to learn and grow in a fast-moving industrial tech sector
* A competitive salary package with a wide range of benefits: Company car, meal vouchers, hospitalisation & group insurance, expense allowance, mobile subscription, ...
* Flexible working hours and the option to work from home 3 days/week
* A nice office, space for after-works, ergonomic desks and chairs, meeting rooms, and a fully equipped kitchen
* Great coffee, soups, sweets and fun! — all on the house 😉