Service Manager - Senior


Capacity Management is a process that seeks to meet business demands via an approach that ensures infrastructure is the right size to meet present and future goals.
It’s often associated with the ITIL framework that describes a commonly used approach to capacity management.

IT department of the company is currently looking for an IT infrastructure Capacity consultant to assist the business in strategically outlining their capacity management of their core resources & performance. The consultant will apply Capacity Management's best practices as a blueprint to IT as an organization and to its activities, in the context of a rolling window approach, using the following three Components which were selected as a pilot:

  • iSeries
  • Storage and
  • MCA (API gateway)

The aim of this pilot is to develop a first version of the Capacity plan/approach before the end of 2021, and based on this experience to identify structural improvements that allow to improve the maturity of the Capacity management approach. These best practices can be further integrated in the various departments of our organization (product owners, (agile) development, release management, change management, operations) and will help us as a company to work more proactively and deal better with uncertainties in terms of capacity and performance. Based on the experience gained during the first pilot, new topics are defined for future periods within the rolling windows approach.

The Consultant will define the future capacity management process which can be implemented by the organization going forward and independently. By implementing new capacity models for the different line of business, added value will be created so that the internal clients’ involvement will be limited in provisioning of existing/new resources, while focusing on it’s use by the business in the best way.


  • Provide an understanding of Smart Monitoring and support the organization in implementing optimized processes with visually presenting the current status and pro-actively mitigating risks, while understanding how to optimize the current processing through smart monitoring of capacity usage, etc
  • Define a IT Capacity Management Process within IT
  • Identify tools & processes to assure ideal autonomous capacity management
  • Launch new initiatives to avoid future overload, shortage, …
  • Neutralize certain high load peek moments, absorbing the unexpectedly strong increases in volumes to assure the most efficient way of management going forward
  • Bring solutions to avoid short term capacity management issues by defining a strategic process to “live by” with help of the Business who’ll define capacity management needs.
  • Propose improvement with regard to current practice, meeting the following needs:
    • planning the natural evolution of capacity needs of existing services/components
    • planning capacity needs for new services or exceptional events (e.g. events, marketing campaigns, …)
    • identify improvement needs
  • Transfer of the accumulated knowledge to the product owners, who are responsible for the capacity plans.
  • Expand the maturity of capacity plans for a strong capacity management practice to assure it’s anchor within the organization.


Technical profile requirements

  • Practical experience in IT Capacity Management, IT Service Management, with hand-on experience with SQL and other data visualization related tools
  • Experience with hybrid architectures and scalability management for IT Capacity
  • Knowledge of Product oriented organizations
  • Knowledge of Managed Services Provider models
  • Experience in Innovation and Process Improvement
  • ITIL knowledge/experience or equivalent through experience
  • Practical knowledge of necessary tools to enable SMART Capacity Management is a strong nice to have

Non-Technical profile requirements

  • Accepts personal responsibility for client satisfaction
  • Client oriented
  • Strong team spirit
  • Strong communication skills (verbal, written)
  • Strong reporting & organizational skills
  • Strong problem-solving skills
  • Must be able to work on multiple simultaneous tasks with limited supervision
  • Stress resistant & very punctual
  • Quick learner, motivated self-starter
  • Able to follow change management procedures and internal guidelines


  • A Master’s Degree in relevant field or equivalent through experience.

Language proficiencies

  • Dutch and French - native in one of the languages and Very good knowledge of the other.
  • strong proficiency in English

This position may also be known as:

  • IT Capacity manager
  • IT infrastructure Capacity Manager
  • IT Capacity Process owner/manager
  • IT (infrastructure) demande manager
  • IT (infrastructure) performance manager
  • Reliability Engineer



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