A public-sector justice programme is moving its central JustCase case-management system from project delivery into operational IT services for the judicial domain. As Service Manager JustCase, you will structure day-to-day service management across support, incidents, changes and requests, using ITIL and coordinating internal ICT teams, project teams and suppliers. The role combines operational coordination with a working understanding of .NET, Data & Services Architecture, and Identity and Access Management (IAM), with Microsoft Dynamics and Salesforce in the relevant service landscape.
The mission
JustCase consists of multiple projects that are progressively becoming production services for the judicial domain. The service management model must cover L1, L2 and L3 support, Incident, Problem, Change and Request Management, controlled releases, and operational reporting. This work gives the organisation a consistent way to maintain service quality and continuity for a central case-management system, while aligning business users, ICT teams and external vendors through an ITIL service management approach.
Your day-to-day scope is the operational follow-up of JustCase services rather than software delivery alone. You will coordinate Service Desk activities, monitor tickets, prioritise incidents and bugs, follow user requests and evolution needs, and ensure that changes are assessed and validated before release. You will connect business stakeholders, internal ICT, project teams and suppliers, then turn service data into SLA and KPI reporting, procedures, runbooks and continuous improvement actions.
Your responsibilities
- Govern daily JustCase operations so support, incidents and requests receive clear ownership and consistent follow-up.
- Implement and maintain ITIL Incident, Problem, Change and Request Management processes with defined workflows and decision points.
- Coordinate the Service Desk across L1, L2 and L3, improving ticket routing, escalation and communication.
- Prioritise bugs, incidents, user requests and evolution items according to impact, urgency and service needs.
- Control changes and releases by organising assessment, validation, stakeholder communication and post-change follow-up.
- Track SLA and KPI performance, produce regular reporting, and maintain runbooks, procedures and workflows that support continuous improvement of services and processes.
Your profile
Essential skills
- Bring 1-4 years of experience in ICT, application support or service management, with an understanding of operational IT service ownership.
- Apply basic ITIL principles to Incident, Problem, Change and Request Management and coordinate service desk work across L1, L2 and L3.
- Work confidently with the terminology and dependencies of .NET, Data & Services Architecture, Identity and Access Management (IAM), Microsoft Dynamics and Salesforce.
- Analyse incident and request information, set priorities, follow through on open actions, and produce structured SLA/KPI reporting.
- Coordinate clearly with business stakeholders, ICT teams, project teams and suppliers in a complex, multi-stakeholder environment.
- Work independently and in an organised, proactive manner while documenting decisions, procedures and operational knowledge.