You combine a strong process mindset with a solid background in IT service management and compliance? Then this ITSM Quality & Compliance Officer role could be a great next step.
Your role as ITSM Quality & Compliance Officer
* Define and implement the architecture for asset management and CMDB.
* Align CMDB structure and documentation with internal standards and guidelines.
* Define roles, responsibilities and processes for asset and configuration management.
* Ensure that ITSM processes (Incident, Request, Problem, Event, Change, Service Level Management) comply with relevant standards and regulations.
* Define KPIs and build dashboards to monitor CMDB health and ITSM process quality.
* Conduct regular performance reviews and propose concrete continuous improvement actions.
* Lead the phased import and mapping of business assets to IT components and ensure traceability between applications and infrastructure.
* Develop and deliver trainings, SOPs and awareness sessions for stakeholders.
* Define automation requirements for CMDB management and prepare business cases and roadmaps for automation initiatives.
* You report to the IT Governance Lead and collaborate closely with Service Management Officers, ITSM tooling owners and other IT stakeholders.
Your profile
* Master’s degree or equivalent experience.
* At least 5 years of experience in an IT support / ITSM-related domain.
* Hands-on experience with ITSM platforms (for example ServiceNow, TOPdesk, Jira Service Management, OmniTracker…).
* Proven experience in coordinating projects and modelling complex workflows or processes (BPMN, UML).
* Solid understanding of ITIL v4, USM or similar IT service delivery best practices.
* Ability to define relevant KPIs and build reporting dashboards for quality and compliance.
* Strong analytical, problem-solving and troubleshooting skills.
* Experience with certification audits is an asset.
Who you are
* Excellent communication skills; you are comfortable working with non‑technical stakeholders.
* Strong analytical and synthetic thinking, with a proactive and hands‑on mindset.
* Collaborative attitude and experience working with cross‑functional stakeholders.
* Able to translate needs into clear actions and follow‑through.
* Comfortable bringing structure, challenging existing ways of working and driving change in a constructive way.
* Fluent in Dutch/English or French/English, with a good understanding of the other national language.
Practical details
* Freelance: full-time or 4/5
* Location: Brussels with a hybrid working policy; minimum 2 days per week at the office.
* Start date: you can start at the latest on 08/06/2026.