ITSM Process Manager

Freelancer Opportunity

Job Title: ITSM Process manager

Job location: Brussels, Belgium, 2 days at Proximus Office (from those 2 days, at least 1 day from Boreal is a must)

Seniority level: At least 10-15 years of experience in IT

Language: Very good ENG, NL is a plus

Mission:

We are seeking a highly skilled and motivated ITSM Process Manager/Specialist to join the team. The successful candidate will be responsible for the end-to-end management of IT Service Management (ITSM) processes, ensuring they are up-to-date, efficient, and aligned with industry best practices. This role involves process optimization, adherence monitoring, and continuous improvement to maintain high standards of service delivery.

Responsibilities:

Process Management: Design, maintain and update ITSM processes to reflect changes in the environment, such as new role introductions, process optimizations 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 withing the teams

Governance: Identify, lead improvement and run governance on process improvements with key stakeholders, and ensure alignment with other org unities.

Skills and Qualifications:

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 visualize 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 is 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.

Soft Skills:

Exceptional written and oral communication skills (English)

Excellent skills in managing stakeholders.

Ability to resolve conflicts effectively.

Result driven, able to get things done, proactive and hands on mentality