Contract until end of the year (renewable) to start ASAP in Brussels:
Role:
IT Service Supervision & Optimization
* Oversee SLA/OLA compliance, ensuring a high-quality service for employees.
* Implement and optimize an ITSM tool (ServiceNow, Ivanti, BMC, Jira Service Management…).
* Ensure ITIL best practices are applied to incident, change, and request management.
* Lead continuous improvement initiatives, monitoring key KPIs (resolution time, backlog, user satisfaction).
Supporting & Coaching IT Teams
* Supervise Help Desk & User Support teams, ensuring efficient IT request handling.
* Build an ITSM knowledge base to reduce recurring incidents and improve support quality.
* Organize in-house training sessions to enhance ITIL knowledge and team autonomy.
ITSM & Digital Workplace Enhancement
* Design and optimize ITSM workflows to automate service requests and SLA/OLA tracking.
* Set up an ITSM dashboard with clear performance indicators.
* Conduct root-cause analysis for critical P1/P2 incidents, implementing solutions to minimize future occurrences.
* Integrate proactive ITSM alerts & monitoring to enhance response efficiency.
Profile
✅ Proven experience in IT service management within a complex environment.
✅ Expertise in ITSM tools and ITIL4 methodologies.
✅ Strong ability to analyze and optimize ITSM processes.
✅ Natural leadership to support teams and foster collaboration between IT, business, and suppliers.
✅ Ability to handle critical escalations and propose strategic service improvements.
✅ Experience in workflow automation and SLA/OLA monitoring.
Working knwoledge of Dutch and French +English
✔ ITIL4 certification required.
✔ DevOps, Prince2, or project management certification is a plus.