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IT Infrastructure

IT Service Manager Expert

Location
Gosselies, Belgium
Work mode
Hybrid
Contract
Contract · Senior
Closed
21 May 2026

This mission closed on 21 May 2026.

It stays online for reference, but it no longer takes applications.

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About the mission

We are looking for an IT Service Manager Expert to join our team. The role involves overseeing Incident Management, developing Problem Management practices, and orchestrating Change Management within a complex ITSM environment. The position requires strong technical skills, extensive ITSM experience, and the ability to work collaboratively in a hybrid setting.

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Description

Expert ITSM
As part of our activities, we are looking for an External ITSM Specialist – Expert Consultant (Incident • Problem • Change). The mission is to be filled full-time for a duration of 6 to 12 months renewable. Part of the mission can, in consultation with the manager, be done remotely, but a presence at the Gosselies site of at least 2 days per week is expected. The Incident Management (IM) duty is included in the scope (participation in rotations according to schedule).

Mission Context

Within the ITSM Center of Excellence and in a complex and dynamic environment, we want to secure daily execution (Incident & Change) and accelerate the maturity of the Problem Management practice, which is currently embryonic. The specialist acts alongside the ITSM Operations Manager, without a managerial role, with a consultant expert posture. Sensitive decisions are made within the existing governance (and, if necessary, with the occasional agreement of the Process Operations Manager). The IM duty is an integral part of the scope (quick acknowledgment, opening of bridge, coordination, communication, then PIR and actions).

Tasks:

After a period of familiarization with the principles and governance in place:
Incident Management: oversee end-to-end management (identification, classification, prioritization, multi-team/vendor coordination), ensure ticket quality (CI, impact, cause, workaround) and comply with OLAs/SLAs.
Major Incident (MIM): upon activation, open the bridge within 15 minutes, structure roles, pace communications H+15/H+60 until recovery, then conduct a PIR within 72 hours with a traceable action plan.
Problem Management – Development of the practice (priority):
o Formalize the process (definitions, flows, criteria for switching Incident?Problem, Definition of Ready/Done, RACI),
o Deploy a RCA toolkit (A3, 5Why, Ishikawa, Pareto) and a standard PIR template,
o Set up and maintain the KEDB (Known Error Database) and promote KCS to the Service Desk and resolution groups,
o Establish rituals (weekly Problem triage, monthly Problem review) and the prioritized Problem backlog,
o Consolidate interfaces with Change (prerequisites, risks, post-implementation review) and Incident (automatic triggers, recurrence),
o Co-design Problem KPIs (e.g. % PIR <72h, aging backlog, top 5 recurrence) and associated reporting,
o Train/coach teams in pair to pair RCA approach and writing Known Errors.
Change Management: orchestrate standard/normal/urgent changes (risk assessment, dependencies, windows), detect conflicts, propose targeted freeze if necessary (upon occasional agreement), prepare and lead CAB/eCAB, require success criteria and backout plan, track success rates and post-implementation reviews.
KPI & reporting (co-construction): co-develop with the team the KPI/OKR (definitions, thresholds, sources, calculation rules), set up/reliabilize dashboards (Incident/Problem/Change) and orchestrate new reporting if appropriate (after a value/effort diagnosis and verification of data availability/quality).
Continuous improvement & tooling: propose and implement automations in the ITSM tool (e.g. linking Incident?Change, auto-creation of Problem on recurrence, automatic MIM channel/bridge, communication templates), enhance data quality and animate rituals (daily/weekly/monthly).
IM duty (included): participate in the rota (evening/night/weekend/public holidays according to schedule), acknowledge receipt <10min on alerts Prio 1/Prio 2, open the bridge <15min, mobilize teams/vendors, coordinate until recovery and produce artifacts (timeline, decisions, causes, actions).

Technical and Functional Skills:

ITIL4 Foundation required; Managing Professional desired.
7–10 years of ITSM experience, proven successes in conducting MIM (including on-call), RCA/PIR, CAB/eCAB facilitation.
Has already developed a Problem Management practice (from an embryonic state or low maturity): implementation of processes, equipped PIR/RCA, KEDB/KCS, rituals and Problem KPIs.
Mastery of an ITSM tool (ServiceNow/Jira Service Management/4me, …) and notions of observability (logs/metrics/traces).
Ability to co-build relevant KPIs with autonomous experts and deploy new reporting if value is proven.
Knowledge of SLAs/OLAs, Change risk & backout, data quality and run governance.

Soft Skills:

Expert consultant posture, influence leadership (without hierarchical authority) and assertiveness.
Excellent communication (oral/written), sense of urgency, pedagogy (pair to pair) and facilitation of workshops (PIR/RCA, table tops MIM).
Analytical mind, data-oriented (prioritization by impact) and team spirit in contact with autonomous experts.
French C2 and English B2.

What you'll do

  • Supervise end-to-end management of Incident Management (identification, classification, prioritization, multi-team/vendor coordination), ensure ticket quality and comply with OLAs/SLAs.
  • Open the bridge within 15 minutes upon activation of Major Incidents, structure roles, and pace communications until recovery.
  • Formalize the Problem Management process, deploy RCA tools, and maintain the KEDB.
  • Orchestrate standard/normal/urgent changes and prepare and lead CAB/eCAB meetings.
  • Co-develop KPI/OKR with the team and set up/reliabilize dashboards.
  • Propose and implement automations in the ITSM tool and enhance data quality.

What we're looking for

  • ITIL4 Foundation required; Managing Professional desired.
  • 7–10 years of ITSM experience, proven successes in conducting MIM (including on-call), RCA/PIR, CAB/eCAB facilitation.
  • Has already developed a Problem Management practice (from an embryonic state or low maturity): implementation of processes, equipped PIR/RCA, KEDB/KCS, rituals and Problem KPIs.
  • Mastery of an ITSM tool (ServiceNow/Jira Service Management/4me, …) and notions of observability (logs/metrics/traces).
  • Ability to co-build relevant KPIs with autonomous experts and deploy new reporting if value is proven.
  • Knowledge of SLAs/OLAs, Change risk & backout, data quality and run governance.

Skills

  • ITIL
  • ServiceNow
  • Jira Service Management
  • 4me