Process Manager

## De opdrachtFreelancer OpportunityJob title: Strategic & Mission Critical Services | Senior ITIL Change ManagerJob

location:
Brussels, BelgiumJob weekly hours: 40 hrs./weekJob duration: 2026-11-23 to 2027-12-31Job salary range: 70 to 75 euros an hourJob description:Reports to: Service Delivery ManagerThe Strategic Accounts Practice (SAS) within Proximus NXT IT stands as the largest and most vital division for the success of our new entity. Consequently, we have established a clear and ambitious goal for ourselves:“Become the reference service integration or outsourcing partner in the Benelux by delivering unparalleled value, fostering innovation and an unwavering commitment to service quality that delivers positive business outcomes for our customers.”Within our Practice we have several key strategic priorities:
- Develop, shape and win new service integration or outsourcing contracts, with a clear focus on increasing our win rates.
- Develop and put in place a performant delivery engine which focusses on costs optimization, efficient allocation of resources and a clear focus on profitability.
- Manage and grow both revenue and profitability on our existing customers whilst ensuring market leading NPS results.
For the Strategic Accounts Services, we are actively looking for a Senior ITIL Change Manager to lead Change Governance across strategic and mission critical customer environments.
As a Senior ITIL Change Manager, you act as the process owner, design and governance authority for Change Enablement within Strategic & Mission Critical Services. You balance operational stability with business agility by ensuring that all changes are assessed, risk-qualified, approved, scheduled, communicated, implemented and reviewed according to ITIL v3 best practices. You are a trusted advisor to customers, service delivery teams and executive stakeholders, ensuring that change activity contributes to positive business outcomes, service resilience and contractual compliance.
The ideal candidate will be highly experienced and have a strong background in IT services and a deep understanding of Strategic and Mission critical operations.
Your role &

responsibilities:
Own the Change Enablement practice, governance framework, standards and process maturity roadmap.
- Chair iCAB, CAB and eCAB forums and provide final governance recommendations for high-risk and business-critical changes.
- Drive risk-based decision making by validating impact assessments, implementation plans, testing evidence and rollback strategies.
- Maintain the Forward Schedule of Changes (FSC) and oversee cross-customer change collision management.
- Provide executive visibility on change risks, service impacts and governance exceptions.
- Define and monitor KPI and SLA performance targets for Change Management.
- Lead Post Implementation Reviews (PIR) and ensure lessons learned are translated into measurable service improvements.
- Partner with Incident, Problem, Release, Service Delivery, Project Delivery and Customer Success teams to reduce change-related disruptions.
- Support customer governance boards, audits, compliance reviews and contractual reporting obligations.
- Coach operational teams and promote a culture of ownership, quality and continual improvement.
- Drive Continual Service Improvement initiatives and increase process maturity across the organization.
- Incident manager on duty outside business hours on a rotating basisQualifications:

Education:
Bachelor in IT Certifications: ITIL V3 / V4Languages: Fluent in English, Dutch and FrenchExperience: min. 3 years of experience in IT process managementITIL Process knowledge
- Service StrategyUnderstanding how to design, develop, and implement service strategies that align with business objectives.
- Service DesignKnowledge of designing IT services, including processes, policies, and architectures to meet business needs.
- Service TransitionExpertise in managing changes to IT services, ensuring they are smoothly transitioned from development to operation.
- Service OperationProficiency in managing day-to-day IT service operations to ensure they meet agreed service levels.
- Continual Service ImprovementAbility to identify and implement improvements to IT services and processes to enhance efficiency and effectiveness.
- IT Service Continuity ManagementSkills in managing risks that could seriously impact IT services, ensuring continuity.
- Financial Management for IT ServicesUnderstanding of managing the financial aspects of IT services, including budgeting and accounting.
- Tooling: Knowledge of ITSM and reporting tooling (Snow, PowerBI)
- Knowledge: In-depth understanding of public safety operations and the unique challenges and requirements of IT systems in this environment.
Skills
- Integrity, ethics and values come naturally to you.
- Strong leadership, communication, and interpersonal skills.
- Proven ability to manage large-scale IT processes and work effectively with diverse teams and stakeholders.
- Problem-solving