IT Service Manager Expert - ORE000996

IT Service Manager Expert Gosselies, Belgium Full-time | Hybrid | T&M Contract Start Date: 1 June 2026 Application Deadline: 21 May 2026 Contract Duration: 6–12 months (renewable) We are looking for an experienced IT Service Management Expert to support and strengthen ITSM operations within a complex enterprise environment. In this role, you will act as a senior consultant within the ITSM Center of Excellence, focusing on Incident, Problem, and Change Management processes. You will play a key role in operational stability, Major Incident coordination, continuous improvement, and the development of a mature Problem Management practice. Key Responsibilities Incident & Major Incident Management Supervise end-to-end Incident Management processes Coordinate multi-team and vendor incident resolution activities Ensure ticket quality, classification, prioritisation, and SLA/OLA compliance Lead Major Incident Management activities: Open incident bridges within defined timelines Coordinate stakeholders and technical teams Manage communications during incidents Conduct Post-Incident Reviews (PIRs) Drive actionable follow-up plans Problem Management Design and implement a mature Problem Management framework Define workflows, governance, RACI models, and escalation criteria Introduce and facilitate RCA methodologies: 5 Why Ishikawa Pareto A3 analysis Build and maintain a Known Error Database (KEDB) Promote Knowledge-Centered Service (KCS) practices Establish Problem review rituals and prioritised backlogs Define and track Problem Management KPIs and reporting Change Management Coordinate standard, normal, and emergency changes Facilitate CAB and eCAB meetings Assess risks, dependencies, success criteria, and rollback plans Monitor change success rates and post-implementation reviews Identify conflicts and propose freeze windows when required Continuous Improvement & Reporting Develop and improve ITSM dashboards, KPI frameworks, and reporting Improve data quality and governance within ITSM processes Implement automation opportunities within the ITSM platform Facilitate operational review meetings and continuous improvement initiatives On-call Incident Management Participate in Incident Management rotation schedules Respond to Priority 1 and Priority 2 incidents within defined SLAs Coordinate restoration activities during critical incidents Required Experience & Skills ITIL Foundation certification Minimum 7–10 years' experience in IT Service Management Strong experience in: Incident Management Major Incident Management (MIM) Problem Management Change Management RCA/PIR facilitation CAB/eCAB coordination Experience building Problem Management practices from low maturity environments Experience with ITSM tools such as: ServiceNow Jira Service Management 4me Knowledge of observability concepts (logs, metrics, traces) Strong understanding of SLAs, OLAs, governance, and operational processes French proficiency at CEFR C2 level English proficiency at CEFR B2 level Nice to Have ITIL Managing Professional certification Experience building KPI frameworks and operational reporting Knowledge of CMDB management Experience with automation within ITSM platforms Experience facilitating workshops and coaching operational teams Candidate Profile You are: An influential ITSM expert with strong stakeholder management skills Comfortable working in high-pressure operational environments Strong in facilitation, coaching, and continuous improvement Analytical and data-driven in decision-making Experienced in enterprise-scale IT operations and governance Proactive, structured, and solution-oriented Able to work autonomously while collaborating across multidisciplinary teams Work Environment Hybrid working model with remote flexibility Minimum 2 days onsite per week in Gosselies Participation in on-call Major Incident rotations required Opportunity to shape and mature enterprise ITSM practices Dynamic enterprise environment focused on operational excellence and service reliability