Job Description – Service Manager JustCase

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