Service Management Process Manager (with French)

Who we are

NTT DATA is a leading global provider of infrastructure and platform services, partnering with some of the world’s most innovative technology vendors. We help organizations modernize their IT landscapes, increase operational efficiency, and enable sustainable business growth through reliable and scalable platforms. We’re looking for passionate, curious, and motivated individuals to join our team and work with clients to translate complex technology into real business value—driving transformation, resilience, and long-term success.

What you'll be doing

• Being part of the team responsible for operating the European Commission’s Network Managed Services under the NMSIII framework contract, covering a large-scale, multi-site, mission-critical infrastructure.
• Designing, developing, implementing, and continuously improving service management processes aligned with ITIL V3 and/or DevOps best practices across a complex ecosystem, including network, security, telephony, compliance, and supporting infrastructures.
• Proactively supporting operational teams, including approximately 60 on-site staff across Brussels and Luxembourg, by embedding process excellence into daily activities and ensuring consistent, high-quality service delivery.
• Reviewing, assessing, and enhancing existing procedures to increase process maturity and operational efficiency.
• Performing and supporting process audits to ensure compliance with defined standards, KPIs, and contractual obligations.
• Defining, tracking, and reporting on process performance metrics, identifying gaps, and driving continuous improvement initiatives.
• Leading and managing the annual service management process workplan, ensuring alignment with organizational goals and contractual requirements.
• Translating process needs into clear tooling specifications, contributing to automation and reliability improvements across the service landscape.
• Collaborating with technical and operational stakeholders across domains such as LAN/WAN infrastructure, security layers, data centers, and test/lab environments to ensure processes are practical and effectively implemented.

What you'll bring along

• Master’s degree or equivalent is considered an asset.
• Minimum 3-5 years of experience in ITIL V3 process design, implementation, and continuous improvement within complex IT environments.
• ITIL certification (V3 or higher) is strongly preferred.
• Good understanding of network environments; knowledge of technologies such as Juniper SD-WAN is an advantage.
• Strong knowledge of one or more IT domains (network, security, infrastructure, or service management).
• Proven ability to produce clear, structured, and high-quality documentation.
• Strong analytical and organizational skills, with the ability to manage multiple processes and priorities effectively.
• Excellent interpersonal and communication skills, with the ability to work across diverse technical and operational teams.
• Excellent command of both spoken and written English and French