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Role Summary
Lead the end-to-end design, governance, and adoption of core ITSM practices within a complex, multi-vendor SIAM environment. Operate across multiple domains, teams, vendors, and stakeholder groups to ensure robust, efficient, standardized, and interoperable processes, strong compliance posture, and measurable service outcomes.
Key Responsibilities
* Process Ownership & Design
* Own the lifecycle of core ITSM practices: Incident, Problem, Change, Service Request, Knowledge, Asset & Configuration, Capacity, and others.
* Define policies, standards, process flows, roles/RACI, quality criteria, control gates, and integration points across the enterprise; shape tooling landscape; specify vendor contract requirements and non-functional expectations.
* Ensure cross-tribes/domains alignment and seamless interoperability.
* Implementation & Adoption
* Produce white paper blueprints, solution design descriptions, visualized guides.
* Deliver training and enablement for key process actors and operations teams.
* Embed process and reporting requirements into vendor contracts, dashboards and internal procedures.
* Drive change adoption and execute change communications (WAP publications, newsletters, email campaigns, executive readouts, keynotes, trainings).
* Governance, Assurance & Continuous Improvement
* Define KPIs and process metrics, and adherence controls; monitor performance and compliance by process actors; enforce control gates.
* Chair Process Continuous Improvement governance; maintain feedback loops to surface imperfections and improvement opportunities; follow up to closure.
* Support audits and regulatory requirements compliance (e.g., ISO 27001, NIS2); manage remediation and formal approvals.
* Collaboration
* Lead/facilitate cross-functional working groups for complex initiatives.
* Represent the SIAM Process CoE for cross-teams alignment.
* Team Contribution
* Contribute to development of frameworks, playbooks, manuals, templates, and work instructions for standardized, interoperable solutions.
* Administer team knowledge sources (Confluence, SharePoint, WAP Spaces) and maintain external-facing documentation.
* Contribute to administrative tasks (e.g., onboarding, internal events).
* Optional: Maintain ARIS process models in line with corporate standards (BMP).
Your profile
Experience
* 15+ years in IT with significant ITSM experience; 5+ years in telecom industry.
* 10+ years of hands‑on experience applying key ITSM processes in day‑to‑day work.
* Solid knowledge of ITIL, SIAM, ISO, NIS2 frameworks and standards; certifications preferred.
* Proven records of hands‑on design, modelling, and enterprise‑scale implementation of ITSM processes and delivery of complex ITSM solutions and process transformations.
* Strong grasp of business architecture and IT operating models; expertise within Proximus internal IT (ecosystem, operating model; PEAK and BMP frameworks) is an advantage.
* Excellent systems and logical thinking; ability to model robust processes.
* Strong analytics: KPI/metrics design, data‑driven insights, executive reporting.
* Proven governance experience with formal readouts and approvals of corporate formal documentation.
* Experience working withing multi‑vendor SIAM ecosystem is a strong plus.
* Deep expertise and hands‑on experience working with ITSM and related tools: ServiceNow, CMDB, ARIS, Target Process, Microsoft 365, Power BI; advanced Visio and PowerPoint user. Knowledge of Proximus‑specific tools (Group Reference, BCIS tool, PCU training platform, WAP publication engine) is an advantage.
* Proven ability to lead large, deadline‑driven, cross‑functional teams and coordinate temporary groups to deliver results on schedule is highly valued.
* UML knowledge is an advantage. Experienced with audit compliance.
Communication
* Excellent presentation and storytelling; ability to simplify complex topics.
* Resourceful in synthesizing structured and unstructured information.
* Extensive network and established business relationships within Internal IT are considered an asset.
Languages
* English: exceptional (written and spoken). Dutch and/or French is a plus.
Soft Skills & Mindset
* Results‑oriented, proactive, and reliable; works autonomously with high adaptability in changing, ambiguous settings.
* Organised, disciplined, and quick to master large volumes of information.
* Excels in stakeholder management and facilitation, resolving conflicts and influencing without authority in diverse, multi‑vendor environments.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Management and Manufacturing
Industries
Telecommunications
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