Project Manager Itsm Specialist

il y a 2 jours

Brussels, Belgique HNM Solutions Temps plein

Seniority Level
- At least 10-15 years of experience in IT

Languages
- English: Very good (required)
- Dutch: Plus

Location
- Hybrid: 2 days per week at Proximus Office at Brussels
- At least 1 day at Boreal (mandatory)

**Mission**

We are seeking a highly skilled and motivated ITSM Process Manager/Specialist to join our team.
You will be responsible for the end-to-end management of IT Service Management (ITSM) processes, ensuring they remain efficient, up to date, and aligned with industry best practices.
This role requires strong skills in 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 (new roles, process optimizations, tooling solutions).
- Adherence Monitoring: Ensure compliance with process flows and KPIs, follow up with process actors.
- Process Improvement: Continuously improve processes in line with ITIL, SIAM, and audit results.
- Implementation: Onboard and train teams, ensure smooth process implementation.
- Governance: Lead and run governance on process improvements with stakeholders, ensuring cross-unit alignment.

**Skills & Qualifications**

**Hard Skills**
- Strong engineering background with system thinking, design, and process modeling expertise.
- Strong analytical skills: able to visualize solutions and create process blueprints.
- **ITSM Process Modelling expertise.**
- Project Management experience, with proven ability to deliver and coordinate stakeholders.
- **Solid IT experience with deep knowledge of ITIL & SIAM**(certifications are an advantage).
- Strong presentation skills: ability to create executive summaries and explain complex solutions clearly to diverse audiences.
- Advanced analytical thinking: defining metrics, drawing insights, and using data effectively.
- Affinity or knowledge of AI Ops, big data, and advanced analytics.
- Skilled in information gathering and synthesis from structured/unstructured sources.

**Soft Skills**
- Excellent written and oral communication (English).
- Strong stakeholder management skills.
- Conflict resolution capability.
- Result-driven, proactive, and hands-on approach

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