Service Management Specialist

Budget: €

Service Description
The organization's digital services landscape has evolved organically, leading to diverse service management practices across teams. Although foundational processes exist, the current approach lacks efficiency, scalability, and consistency. This initiative aims to establish a unified
Service Management Operating Model
to streamline operations, enhance collaboration, and elevate service delivery standards.

The transformation seeks to address existing operational challenges, particularly the need for
transparent and standardized service management
capable of adapting to dynamic technologies and evolving customer demands. A key focus will be on defining clear roles, responsibilities, and handover mechanisms, especially during service user onboarding.

Through this engagement, the consultant will design and formalize structured, practical, and efficient processes across all service phases.

Objectives and Deliverables

• Develop a Target Operating Model (Levels 0–1, group level)
• Define detailed processes (Levels 3–4) and corresponding workflows
• Establish decision points, exception handling rules, and operational guidelines
• Map interactions with IT systems
• Draft task descriptions, templates, and checklists
• Define reporting metrics, mechanisms, and templates

Analysis And Implementation

• Review existing processes and operating models (Level 1–2)

• High-level process flows and main process groups

• Governance model, roles, and responsibilities
• High-level KPIs and performance indicators
• Inputs, outputs, and process triggers
• Systems and tools used

• Identification of pain points and improvement areas

• Conduct a detailed gap analysis (as-is vs. to-be)

• Assess impact and implementation effort
• Define a phased implementation plan with standardized processes, timelines, and resource needs

Requirements
Technical Competencies

• Strong expertise in IT Service Management frameworks (e.g., ITIL)

• Proven experience in IT Infrastructure Operations, including:

• Monitoring, Access Management, Incident, Problem, and Change Management

• Service Continuity and Availability Management

• Skilled in process analysis, design, and optimization

• Experience in organizational development and transformation programs

Personal Attributes

• Fluent in English (spoken and written)
• Able to work independently and collaboratively within teams
• Strong customer orientation and analytical mindset
• Demonstrated ability to drive continuous improvement
• Curious, innovative, and willing to challenge the status quo
• Comfortable navigating complex stakeholder environments

Additional Information

• Location: Brussels
• Travel: Occasional travel (2–3 times per month) to other European sites