Operations Manager

i tsme® has fundamentally changed how people lead their digital lives in Belgium , but we are not stopping there! Do you want to be a driving force to help expand on this success story as part of a talented team that is making a positive impact on society? Then keep on reading, you’ll probably like what you’ll see. We are itsme®, one of Europe’s fastest-growing scale-ups , counting 90 team members and growing. Our mission: providing a state-of-the-art digital identity solution to all people, enabling them to interact securely in the digital space. Now, only five years after being founded, close to 8 million citizens use the itsme® app , to identify themselves and sign documents online. Starting in Belgium, we successfully launched the itsme app in 17 European countries, with the ambition of becoming an internationally leading player . We are looking for an Operations / Service Manager whose mission will be to drive our operational excellence by continuously monitoring the quality of our services and striving for improvements in our different processes. What your job looks like You are responsible for monitoring the quality of the services provided by our internal stakeholders and external partners. You offer support in coordination between these parties. You are the SPOC for technical questions and possible production issues with our partners. You analyse and root the request to the relevant internal and external stakeholders. You play an active role in our monthly performance reviews: challenge and validate the KPIs and Service levels. You draw up improvement proposals on our different processes, including design, implementation, and optimisation of internal, customer-facing and supplier-facing operational processes covering the services, infrastructure, and subcontracted parties. You analyse, document, and report any structural problems and make proposals to improve our processes. Help us define the overall itsme® IT release and testing strategy with a focus on quality and performance. In case of incidents, you bring together the different stakeholders to restore the service as soon as possible, you follow the resolution, you ensure the proper internal and external stakeholders and facilitate the root cause analysis afterwards. You coordinate our different releases, making sure runbooks and all other preparation activities (including internal and external communications) are well executed upfront. You facilitate the release and foresee the necessary post-release communication and retrospectives. You support internal and external ISO audits to demonstrate that the processes in place match the controls