Service Level Manager

About the job

Customer relationship Management 

  • Serve as the primary point of contact for key clients, building and maintaining strong, long-lasting relationships  
  • Anticipate client needs and proactively suggest solutions and opportunities for business growth 
  • Act as an escalation point for customer concerns and collaborate with relevant teams to resolve complex issues promptly 
  • Attend the weekly meetings to provide an update on important customer challenges 
  • In charge of certificate renewal 

 People Management 

  • Lead, mentor, and inspire a team, fostering a positive and high-performing work environment 
  • Provide constructive feedback and identify opportunities for professional development 
  • Ensure that team members are adequately trained and possess the necessary skills to meet their operational tasks
  • Ensuring customer tickets are responded to and resolved in accordance with agreed service levels 
  • You oversee coordinating the team schedules in ServiceNow to ensure service continuity in line with our contractual agreement

Tasks and responsibilities

  • Manage and maintain the right level of SLAs and perform quality assurance 
  • Generate the monthly SLM report to the customer and to our internal team 
  • Analyse data to identify trends, areas for improvement, and potential service enhancement opportunities 
  • Responsible for (major) incident, change, problem, capacity & availability management with the right level of governance 
  • As Service Level Manager, you are in charge to make sure the team is addressing and resolving within the agreed KPI all incidents and service fulfilment
  • Responsible for field services and conduct biweekly customer IT field meetings

How do you qualify for this position?


  • Fluently English, Dutch and/or French (written and spoken) 
  • Capable of planning and executing basic analysis and investigations, with proficiency in Excel or Power BI 
  • Full ITIL proficiency with at least one certification, highlighting expertise in IT service management best practices 
  • Excellent communication skills and customer-focused attitude  
  • The ability to work both independently and collaboratively in a team 
  • Take our client’s needs into consideration and are ready to go the extra mile to deliver a solution  

Why should you join ASP?

We are a growing company, you can grow with us !

We consider that continuous training is vital

You will receive formal trainings to become a certified and recognized expert in key technologies that we support. Continuous training is key to your career success and your further growth in our organization.

Small is beautiful

We are a 50 people company based in Brussels, with remote offices in Sri Lanka. We operate in a project mode or resource sharing, and we focus our work on delivering successful projects and creating high client satisfaction.

Innovation drives us all

Technology is fast-moving and our strategy is to be pioneer in technologies that we select after careful analysis. Our team builds deep knowledge in the identified technologies and develops innovative products.

Our company culture is filled with #GoodEnergy

ASP offices are open, dynamic spaces designed to foster creativity and collaboration. Remote work is part of our working model. We host regular breakfast events where our employees share knowledge, and we organize fun company events. We value hard work, effective communication, and the ability to approach challenges with flexibility and good humor.

Our proposition

  • Dynamic, open-minded & fast-growing working environment with supportive colleagues
  • Tailor-made development plan according to your interests with the opportunity to continuously develop your knowledge and you as a person
  • Permanent contract of indefinite duration & full-time job 
  • Fringe benefits: transport reimbursement, net expense reimbursement, daily net allowance, internet & mobile phone subscription, 13th month, ecocheques, hospitalization insurance, group insurance 
  • Holidays: 20 statutory holidays + 6 ADV  
  • After work events  

Are you interested?

Do you think you fit the profile described above and have we made you enthusiastic? Please send your CV to and motivation letter to Eveline & Kaat at

Interview procedure


We will review your application and get back to you as soon as possible.


This is followed by a first online screening with HR, then feedback is forwarded internally if positive we schedule a second interview with our technical colleagues.


If you are convinced and so are we, we will make you an offer to join us.


Proposal accepted? Great! We look forward to a lasting cooperation.

ASP is an IT service provider with 50 employees. We deliver IT services within a selected range of products. We offer IT infrastructure solutions (on premise, in the cloud) and ITSM cloud software. A few years ago, we started a partnership with ServiceNow, the world leader in Cloud-based Service Management and workflow automation.

+32 2 895 46 00

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