IT service Manager

View: 125

Update day: 04-11-2025

Location: Gosselies Hainaut

Category: Executive management

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Job content

ITSM will be responsible for the implementation, continuous improvement and execution of the client’s various ITSM processes.

1. ITSM processes and activities

Develop, according to the roadmap, ITSM processes in collaboration with the various stakeholders (SDM, ITCO, etc.)
Produce and provide the necessary training related to the processes
Produce, analyze and present KPIs to measure the maturity and evolution of ITSM processes
Ensure the improvement and good operational management of ITSM processes to support IT activity
Support the proper functioning of the organization and in particular support through the continuous improvement of processes, tools and scripts

2. Support for IT management

Support program projects in the development of transition documentation in the ITSM & support scope
Be the preferred point of contact in ITSM for the management of incidents, changes and the service catalog
Be the referent in the implementation of ITSM processes

3. ITSM Operations

Participate in change management activities (CAB, etc.)
Participate in incident management activities including a major incident coordination call 24/7 one week per month

4. ITSM roadmap

Required profile

Technical and functional skills:

Demonstrated experience in IT Service Management of at least 5 years
Proven experience in the implementation and continuous improvement of processes and organizations of at least 5 years
Good knowledge of problem / incident / change & request management processes
Good knowledge of Service Level Management
ITIL Foundation certification
ITIL Expert certification
French level C2 on the European CEFR scale – Must have
English level B2 on the European CEFR scale – Must have

From a soft skills point of view, the consultant is expected to be/have:

Customer oriented
Able to initiate, promote and support our services in a way that meets customer needs
Able to strengthen exchanges and develop teamwork (cooperation, ability to work with others towards the same goal, etc.)
Knowledge of internal and external partners who have a direct influence on its activity
Able to place things in a broader context, make projections into the future and translate them into action plans
Able to understand the direction the company is taking and the impact on its service
Ambassador of change and innovation
Negotiation skills (assertiveness)
Good ability to document solutions

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