Higher education (Master or Bachelor) with a technical/engineering background or equivalent through experience with ICT technology for which expertise is required
Demonstrable experience with the relevant technology or a similar technology
Language requirement: Dutch at European CEFR level C2

Context/Requirements:

1) ITSM & ITIL expertise (Incident / Problem / Change / Request)
Must not only “know” ITIL processes, but also make them work in practice: clear flow, ownership, escalations, and follow-up in a complex environment.

2) Implementation of a service model (processes + governance + operating model)
Crucial in our context: someone who can design and roll out the model, including:
- roles & responsibilities (RACI)
- end-to-end process flows
- consultation structures
- decision-making and escalation paths

3) Tooling mastery: Jira Service Management (and Jira/Confluence)
Not just a “user”, but someone who:
- can set up workflows and queues
- can configure SLAs
- can build dashboards
- can automate reporting
- can guide teams in correct tool adoption

4) SLA/KPI management & service reporting
Strong in:
- defining KPIs that really matter (not just ticket counts)
- monitoring SLA performance
- presenting service review decks
- steering action plans based on trends

5) Stakeholder management in a matrix organization
Must be able to navigate between:
- Strategic Business Partner
- product teams
- key users
- suppliers
- City of Ghent / OCMW / internal services

… with diplomacy, but also clarity and decisiveness.

6) Operational coordination & incident/escalation coordination
Someone who remains calm and at the same time firmly steers during:
- major incidents
- cross-platform issues
- dependencies between teams
- communication to business and management

7) Continuous Improvement mindset (Lean / Kanban / process optimization)
Important because your environment is “operationally mature but dynamic.” This role must continuously:
- detect bottlenecks
- improve throughput
- refine process agreements
- help teams work together more efficiently

8) Change & release coordination (from intake to production)
Strong change skills, including:
- impact assessment
- prioritization
- alignment with technical teams and key users
- communication & adoption
- UAT / go-live guidance

9) Project management skills (without becoming a pure PM)
This profile sits at the intersection of service delivery and project delivery. So: structured working, tracking risks, managing dependencies, closing actions.

10) Technical insight + business sense (SAP / HR / Finance / Facilities context)
Not a pure tech lead, but someone who:
- has sufficient IT knowledge to be credible with engineers
- has sufficient domain context to correctly assess business impact

Certainly important in environments such as SAP, SuccessFactors, etc.