The mission Lead the digitalisation and optimisation of ICT service management processes—Incident, Problem, Change, Release—and align them with the current SAP landscape. You'll run workshops, produce the target process blueprint (BPMN), perform fit-gap vs SAP, build the ROI/business case, and stage a pragmatic roadmap. What you'll do Run needs analysis with operational teams (IT & Telecom) Deliver AS-IS / TO-BE and the service management blueprint (BPMN) Execute fit-gap against the existing SAP setup and recommend improvements Build the ROI/business case and a phased roadmap (quick wins ⇒ scale) Drive stakeholder validation, track KPIs/SLAs, and provide decision-ready reporting Monitor relevant technology trends to ensure sustainable, scalable solutions Must-haves 10+ years overall, with 5+ years in ITIL/ITSM across incident/problem/change/release Strong BPMN / blueprinting and documentation 5+ years with SAP functionalities & analysis (enough to run fit-gap and speak modules) 2+ years building ROI/business cases and strategic recommendations Languages: French or Dutch (fluent) + English (fluent) Able to be onsite in Brussels (hybrid)