IT Service Manager Expert - ORE000996

IT Service Manager Expert

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

• 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

• 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

• 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

• 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

• 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

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

• ServiceNow
• Jira Service Management
• 4me

English proficiency at CEFR B2 level

• 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

• 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