Service Manager

Package Description

• Excellent salary
• Social benefits package
• Meal vouchers
• Eco vouchers
• The opportunity to make a positive difference in a company that highly values diversity and inclusion.
• For more information, you can contact the recruitment team at Serco Europe.

Job Introduction

Serco is a company specialized in delivering essential services to European, national, and local governments. What connects Serco employees is a passion for high-quality service, with each employee playing a role.

With Serco Defence, a subsidiary, we are active in Belgium on three military barracks under two contracts: namely ‘Heverlee & Meerdaal’ and ‘Saffraanberg’. Here, as a civilian company, we provide several essential services to ensure the smooth daily operation of the military site, allowing Defence to focus more on its core tasks. Some of the key services we offer include cleaning, catering, waste management, green space maintenance, etc., as well as technical maintenance of the buildings on the barracks.

As part of a potential new assignment with a planned start in 2026, Serco is preparing for the expansion of its services at a Defence-related location in Belgium.

We are therefore proactively looking for an experienced Service Manager who – if Serco is awarded the contract – will take on a key role from the very beginning in setting up the site’s operations.

This role offers a unique opportunity to be involved from day one in a completely new project, with the chance to help shape processes, teams, and client relationships.

If Serco is awarded this assignment, you will be one of our top choices to help launch this project.

Main Responsibilities

• Oversee reservation management handled by the service desk, from request to fulfillment.
• Follow up on quotation processes managed by the service desk.
• Manage and monitor all inquiries, complaints, and interventions related to services provided to clients, in line with the Defense Service Level Agreement (SLA).
• Ensure proper reporting to the client, including complaint resolution.
• Control preparatory billing for accommodation, catering, and cleaning services.
• Manage the daily and weekly scheduling of accommodation and meeting room bookings — coordination is a key part of your role.
• Supervise daily planning of corrective and preventive maintenance across all services.
• Ensure daily ticket follow-up and closure with teams.
• Supervise daily cleaning operations, including managing supplies (linen, cleaning products, etc.).
• Coordinate and monitor third-party suppliers on the ground.
• Identify training needs and ensure knowledge transfer within the team.
• Foster team cohesion and motivation.
• Unite the team and drive them towards quality objectives.
• Oversee the implementation of operational procedures.
• Act as Serco’s liaison with the location office during weekly meetings.
• Identify opportunities to improve services provided to the defense client.
• Ensure compliance with internal regulations, order, and cleanliness.
• Alert the technical service in case of malfunctions or defects and follow up on repairs.

Successful Candidate

• Bachelor’s degree in hospitality or tourism management, or equivalent professional experience.
• Energetic, motivated, rigorous, friendly, and helpful.
• Able to coach teams in the field.
• Structured and autonomous work style.
• Capable of delegating and monitoring results.
• Can identify urgent tasks and reprioritize accordingly.
• Strong customer and results orientation, with a commercial mindset.
• Solid knowledge of MS Word, Excel, Outlook, and PowerPoint.
• Stress-resistant and flexible.
  
• Native Dutch or French speaker, with working knowledge of the other national language.
• English proficiency is a plus.
  

About the Company

Why should you work at Serco?
At Serco, it’s not only the nature of the work we do that matters—everyone has an important role to play.

Meaningful and vital work – You contribute to methodologically challenging problems, while your achievements are also recognized and celebrated.
A world of opportunities – You are fully supported in development and career progression.
Great people – You become an integral member of a well-defined and supportive team that passionately believes in the value of our work.

What we offer
The opportunity to contribute to innovation in the public services sector
A company that values diversity and inclusion
A permanent position with an extensive package of Serco benefits

About Serco
At Serco, it’s not only the nature of the work we do that matters—everyone has an important role to play in managing complex government services.
We are a team of 60,000 people responsible for delivering essential government services around the world. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

When you join Serco, you gain unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability), and In@Serco (LGBT & Networks). Serco employee networks are led by colleagues who are passionate about diversity, inclusion, and belonging.

Apply at
Click the apply button to go to our careers website.

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Applicants with a disability who meet the minimum criteria for the role will be given the opportunity to demonstrate their abilities at interview.

Important:
Any job offer is subject to the provision of documents verifying your identity and eligibility to work, as required by law.
Applicants are reminded that such documents will be requested during the recruitment process.
Please contact a member of the recruitment team if you would like more information about the acceptable types of documents required for identity and work permit verification.

Data protection:
For more information on how your personal data in the application is processed, please refer to the Data Protection Policy link here.