Job Title: IT Service Manager
Location: Gosselies, Belgium, (Hybrid)
Language: English,French
Duration: 02/02/2026 - 31/12/2026
Job Description:
The ITSM will be responsible for the implementation, continuous improvement, and execution of the various ITSM processes at Company.
1. ITSM Processes and Activities
• Develop ITSM processes according to the roadmap, in collaboration with the various stakeholders (SDM, ITCO, etc.)
• Produce and deliver the necessary training related to the processes and tools
• Produce, analyze, and present KPIs to measure the maturity and evolution of ITSM processes
• Ensure the improvement and proper operational management of assigned ITSM processes to support IT activity
• Support the smooth functioning of the organization, and in particular the support team, through the continuous improvement of processes, tools, and scripts
2. Support to IT Management
• Be the primary ITSM contact for the request management process, the software catalog, and knowledge management.
• Be the expert in optimizing related ITSM processes.
3. ITSM Operations
• Participate in change management activities (CAB, etc.) when necessary.
4. ITSM Roadmap
• Participate in the implementation of the ITSM Roadmap.
Required Profile:
The following skills and experience are required:
• Good knowledge of software catalog management – Must have
• Minimum 2 years of experience in IT Service Management (service request management) – Must have
• Experience in the implementation and continuous improvement of processes and organizations – Minimum 2 years – Must have
• Good knowledge of ITSM process management – Must have
• ITIL Foundation certification – Must have
• Experience with an ITSM tool – Must have
• Experience in document compliance within an ISO 27001 framework – Should have
From a soft skills perspective, the consultant is expected to be:
• Customer-oriented
• Rigorous
• Able to initiate, promote, and support our services to meet customer needs
• Able to strengthen communication and develop teamwork (cooperation, ability to work with others towards a common goal, etc.)
• Knowledgeable about internal and external partners who directly influence their activity
• Able to place things in a broader context, make future projections, and translate them into action plans
• Able to understand the strategic direction Company adoption and impact on its service
• Ambassador for change and innovation
• Negotiation skills (assertiveness)
• Good ability to document solutions
Skills & Requirements
* Good knowledge of ITSM process management
* Good knowledge of software catalog management
* Certification: ITIL Foundation
* Experience with an ITSM tool
* Experience in the implementation and continuous improvement of processes and organizations
* Minimum 2 years' experience in IT Service Management (service request management)
* Experience in document compliance within an ISO 27001 framework
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