IT Service Manager Expert - ORE000996

IT Service Manager Expert

Gosselies, Belgium
Full-time | Hybrid | T&M Contract
Start Date: 1 June 2026
Application Deadline: 21 May 2026
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

Incident & Major Incident Management

• 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

Problem Management

• 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

Change Management

• 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

Continuous Improvement & Reporting

• 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

On-call Incident Management

• 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

ITIL Foundation certification
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
  Experience with ITSM tools such as:
• ServiceNow
• Jira Service Management
• 4me
  Knowledge of observability concepts (logs, metrics, traces)
  Strong understanding of SLAs, OLAs, governance, and operational processes
  French proficiency at CEFR C2 level
  English proficiency at CEFR B2 level

Nice to Have

• 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

Work Environment

• 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