Information Technology Service Management

Job Title: IT Service ManagerLocation: Gosselies, BelgiumLanguages: English, and FrenchDuration: 01/11/2025 - 31/10/2026 with possible extensionDescription:IT Service ManagerContext of the mission:Meet the needs in terms of design and maintenance of processes and their evangelization within the IT department.The processes concerned include:Request managementsoftware catalog managementservice catalog managementoperational knowledge management within support.Continuous improvement of the processes under his responsibilityMain tasks:The ITSM will be responsible for the implementation, continuous improvement and execution of the various ITSM @ Company 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 and related toolsProduce, analyze and present KPIs to measure the maturity and evolution of ITSM processesEnsure the improvement and good operational management of assigned ITSM processes to support IT activitySupport the proper functioning of the organization and in particular support through the continuous improvement of processes, tools and scripts2. Support to IT management:Be the preferred point of contact in ITSM for the request management process, the software catalog & knowledge management.Be the referent in the optimization of related ITSM processes.3. ITSM operations:Participate in change management activities (CAB, etc.) when necessary.4. ITSM Roadmap:Participate in the implementation of the ITSM RoadmapFrom a "soft skills" point of view, the consultant is expected to be:Customer-orientedRigorousAble to initiate, promote and support our services in order to meet customer needsAble 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 their activityAble to place things in a broader context, make projections into the future and translate them into action plansAble to understand the direction taken by the company and the impact on its serviceAmbassador of change and innovationNegotiation skills (assertiveness)Good ability to document solutionsTerms of the mission:As part of its activities, Client is looking for an IT Service Manager.This is a full-time mission with an estimated duration of 1 year with the possibility of extensions and which will start as soon as possible.Part of the mission can, in consultation with the manager, be done remotely but a presence on the Gosselies site of at least 2 days per week is mandatory. Additional days of presence on site may possibly be requested from the consultant, depending on the needs of the service (on an ad hoc basis). Presence at team meetings on site is required. Skills & RequirementsGood knowledge of software catalog management: Good knowledge of ITSM process management: Certification: ITIL Foundation: Language requirement: French at European CEFR level C2: Experience with the ITSM tool SysAid: Experience in the utilities sector: Experience in document compliance within a framework based on ISO 27001: Demonstrated experience in IT Service Management: Demonstrated experience in managing service requests within IT Service Management: Proven experience in implementing and continuously improving processes and organizations: