Project Manager

Title: Project leader ITSM implementation

Location : Brussels, Belgium

Contract Duration : 11 months

Work Mode : Hybrid

Description:

To lead an organization-wide ITSM improvement process, we are looking for an experienced ITSM Project Leader with a strong focus on project approach, result responsibility and change realization. The project aims to structurally strengthen IT services, with concrete deliverables in the short term and a clear final picture in the longer term.

In this process, IT Service Management (ITSM) is approached as the end-to-end organization and support of IT services, from intake to incident handling and plannable changes across both infrastructure and software.

The project scope includes:

• Managing and realizing improvement initiatives around service desk operations (questions, standard requests, incidents),
• Coordinating alignment between project and change teams for plannable work,
• Supervising the selection, implementation and configuration of an ITSM tool, with a focus on supporting processes and operation (not just tooling).

This role requires a project leader who can drive change, align teams, and make pragmatic decisions to move forward. It is emphatically a project-based assignment, not about operational management or the mere optimization of processes.

THE FUNCTION

You will lead the ITSM project from start to completion and act as a link between IT, business and external suppliers. In doing so, you ensure that processes are in line with strategic objectives and best practices such as ITIL.

Result areas and tasks:

• You will lead and coordinate the ITSM project according to the agile principles, taking into account the guidelines of our internal GPMO.
• When implementing the ITSM processes, keep the ITIL guidelines in mind.
• In consultation with the analyst, you detect the customer needs specific to the project.
• The project proposal has already been drawn up and approved. This project proposal describes the expected scope, approach, budget, planning and risks. You refine the project definition. Then you draw up the project planning, which includes all tasks, you manage the scope in Azure Devops and use agile to follow up on the project and bring it to a successful conclusion.
• You will communicate intensively with the project team, any external partners and project promoters. You will report the progress of your projects to the Project Management Office, the steerco and other stakeholders.
• You will be responsible for the day-to-day management of the ITSM project. You will maintain the project schedules and the backlog, organize agile ceremonies, and prepare the required project lifecycle documents.

Knowledge and experience:

• Experience as a project manager within ITSM
• Experience with ITSM tools and service processes
• Project management and methodologies, including Agile methodologies.
• Demonstrable knowledge of ITIL