Information Technology Service Management Manager

Our client is looking for an ITSM Process Manager with strong data analysis skills to be based 2 days per week onsite in Brussels with 3 days working remotely. This is an initial contract until the end of March with scope to extend.

Responsibilities:

• Process Management: Design, maintain and update ITSM processes to reflect changes in the environment, such as new role introductions, process optimisations and tooling solutions.

• Adherence Monitoring: Ensure compliance with process flows and KPIs by all process actors and follow up on adherence.

• Process Improvement: Continuously improve processes to align with ITIL, SIAM, and audit

results

• Implementation: Onboard teams of process actors, provide training and explanations, ensure

smooth implementation of processes within the teams

• Governance: Identify, lead improvement and run governance on process improvements with

key stakeholders, and ensure alignment with other org unities.

Hard Skills:

• Strong background in engineering with a strong understanding of system thinking and design

and the ability to model reliable, sustainable, and robust processes.

• Strong analytical skills, with brilliant logic and the ability to visualise solutions and create visual

blueprints of processes.

• Process Modelling: Expertise in ITSM process modelling.

• Project management: Experience with making things done and coordinating stakeholders

• Solid experience in IT

• Solid knowledge of ITIL & SIAM are essential, with certification

being an advantage.

• Strong presentation skills: Ability to create executive summaries and explain complex solutions

concisely and with ease, tailored to audiences with diverse backgrounds.

• Analytical Thinking: Strong data analysis skills, with experience in defining metrics and drawing insights

• Advanced Analytics: Affinity or even better understanding of AI Ops, big data, and advanced analytics capabilities.

• Information Handling: Resourceful in finding and synthesizing information from structured and unstructured sources.