Project Manager ITSM Implementation

Our client NIRAS is the institution responsible for managing radioactive waste in Belgium. Its main objective is to protect people and the environment, both today and in the very long term, against the potential risks associated with the existence of radioactive waste.

To lead an organisation-wide ITSM improvement project at our client, we are looking for an experienced ITSM Project Manager with a strong focus on project approach, accountability for results and change realisation. The aim of the project is to structurally strengthen IT services, with concrete deliverables in the short term and a clear long-term vision.

In this process, IT Service Management (ITSM) is approached as the end-to-end organisation and support of IT services, from intake to incident handling and plannable changes to both infrastructure and software.

The project scope includes, among other things:

• managing and implementing improvement initiatives relating to service desk operations (questions, standard requests, incidents),
• coordinating alignment between project and change teams for plannable work, supervising the selection, implementation and configuration of an ITSM tool, with a focus on supporting processes and operations (not merely tooling).

This role requires a project leader who can steer change, align teams and make pragmatic decisions to drive progress. It is explicitly a project-based assignment, not operational management or mere process optimisation.

YOUR ROLE

You will lead the ITSM project from start to delivery and act as a link between IT, business and external suppliers. In doing so, you will ensure that processes are aligned with strategic objectives and best practices such as ITIL.

Result areas and tasks:

• You will lead and coordinate the ITSM project in accordance with agile principles, taking into account the guidelines of our internal GPMO.
• When implementing the ITSM processes, you will keep the ITIL guidelines in mind.
• In consultation with the analyst, you will identify the customer needs specific to the project.
• The project proposal has already been drawn up and approved. This project proposal describes the expected scope, approach, budget, planning and risks. You refine the project definition. You then draw up the project planning, which includes all tasks, manage the scope in Azure Devops and use agile to monitor the project and bring it to a successful conclusion.
• You communicate intensively with the project team, any external partners and project promoters. You report the progress of your projects to the Project Management Office, the steerco and other stakeholders.
• You are responsible for the day-to-day management of the ITSM project. You maintain the project plans and the backlog, organise agile ceremonies, and draw up the required project lifecycle documents.

Knowledge and experience:

• Experience as a project manager within ITSM
• Experience with ITSM tools and service processes
• Project management and methodologies, including Agile methodologies.
• Demonstrable knowledge of ITIL

Soft skills

• You communicate fluently and can convey findings and analyses easily, both verbally and in writing.
• You strive for quality and optimal, customer-oriented service.
• You pay sufficient attention to the needs of internal customers and have a high degree of empathy.
• You can inspire and enthuse others to achieve the set goal on time and according to plan.
• You work independently, accurately and in a structured manner, with an eye for detail.
• You take a pragmatic approach and are stress-resistant.
• You attach great importance to the values of safety, reliability, responsibility and cooperation.

Questions

• As part of your application, please attach a project plan explaining a similar ITSM project. The document may be completely anonymised, but it must clearly demonstrate that you have demonstrable management experience with ITSM implementations. This project plan will only be used to assess relevant experience and plan of action and will be discussed during the introductory meeting with our client.
• This position requires security clearance: do you already have this clearance? If not, do you expect any problems in obtaining it?