Senior Information Technology Service Management Con...

Job Title: Senior Consultant Digitalisation of Operational Processes (Service Management & ITSM)

Location: Brussels (onsite with flexibility)

Languages: Dutch and/or French + English (mandatory)

Start Date: Mid-November

Duration: 5 years (full-time)

Seniority: Senior (>10 years of experience)

Interview Dates: 22–23/10

Purpose of the Role:

The consultant will support our client in the digital transformation and optimisation of operational processes within ICT, with a strong focus on service management and ITSM processes. The role requires in-depth knowledge of SAP, process management, and the ability to formulate strategic recommendations.

Core Responsibilities:

• Gather and analyse the needs of operational teams (changes, releases, incidents, problems).
• Design a structured blueprint of the target processes including clear documentation.
• Perform gap analyses between desired processes and current SAP capabilities.
• Propose improvements and validate them with stakeholders.
• Develop ROI analyses and formulate strategic recommendations for digital transformation.
• Monitor technological trends and integrate innovative, scalable solutions.
• Communicate and collaborate with multidisciplinary teams within our client’s organisation.
• Prepare clear reports and syntheses to support decision-making.

Required Skills and Experience:

• Minimum 5 years’ experience with ITIL/ITSM and operational processes (changes, releases, incidents, problems).
• Certification in IT Service Management and corresponding processes (e.g. ITIL, ISO 20000).
• Minimum 5 years’ experience in process optimisation and digitalisation, preferably in large-scale projects.
• Minimum 5 years’ experience with SAP functionalities and analysis.
• Minimum 2 years’ experience with gap analyses between business needs and existing tools.
• Minimum 2 years’ experience with ROI analyses and preparing strategic recommendations.
• Strong written skills for preparing official documents, blueprints, and structured syntheses.
• Minimum 10 years’ experience in organising analyses in a structured manner, with proactive follow-up and clear reporting.
• Proven experience in technological monitoring and integrating ICT trends into concrete recommendations.
• Excellent communication skills and experience working with large multidisciplinary teams.
• Understanding of the business, IT environment, and specific challenges of our client.
• Ability to integrate into our client’s teams, respecting values of kindness, courage, positivity, and reliability.
• Professional presentation, correct attitude, respect for management, clear and effective communication, and responsible commitment for the contract duration.
• Fluent in Dutch and/or French.