AISB-375 IT Service Management Expert

Location: Brussels, Belgium

Security Clearance

A highly skilled IT Service Management Expert is required to enhance and streamline IT Service Management processes. The role involves leading an ITSM Maturity Assessment, updating IT Service and ITSM Strategies, drafting a Service Transition Directive, and improving the Service Performance Measurement Framework.

Key Responsibilities:

• Lead an IT Service Management Maturity Assessment, identifying strengths, weaknesses, and areas for improvement.
• Review and update IT Service and IT Service Management Strategies, ensuring alignment with organizational objectives.
• Draft a Service Transition Directive to facilitate the smooth transition of IT services.
• Oversee the development and implementation of a Service Performance Measurement Framework.
• Engage with key stakeholders to coordinate processes, gather feedback, and drive consensus.
• Provide detailed reports, recommendations, and presentations to senior management.

Qualifications & Experience:

• Education: Bachelor's or Master’s degree in IT, Computer Science, Engineering, Business Administration, or a related field.
• Experience:
  • IT Service Management, IT Governance, or Service Management Office experience.
  • Proven track record in drafting policies, directives, and service level agreements.
  • Experience in managing and evaluating external supplier deliverables.
  • Strong stakeholder engagement, consensus-building, and leadership skills.
  • Ability to interact with senior managers and present findings effectively.
• Certifications:
  • ITIL v4 Practice Manager, ITIL v4 Managing Professional, or ITIL v3 Intermediate (Service Operation or Service Transition).
• Technical Skills:
  • Strong understanding of IT Service Management processes, Service Strategy, and Service Transition.
  • Knowledge of Service Level measurement (KPIs, targets) and Requirements Engineering.
  • Proficiency in Microsoft Office Suite and IT Service Management tools.
• Soft Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Autonomous, adaptable, and able to work in a fast-paced environment.

Additional Information:

• Some business travel may be required (expenses covered).
• The candidate must comply with national working regulations and security policies.
• A signed Non-Disclosure Agreement will be required.