ITIL Expert Service Manager

ITIL Expert
(Service manager)

1. Context of the mission
We are looking for an ITIL Service Management expert that will:
- Lead an ITIL project;
- Train users, managers and team members to ITIL;
- Describe the to-be processes.

2. Mission period
Start date: ASAP
Duration: 6 months
(Depending on project evolution, extension is possible)

3. Language requirement
English, Dutch French

4. Localization
Brussels center.

5. Level of education required
Master degree.

6. Required Knowledge and Experience
Personal Skills
•Independent person able to plan its work and execute it
•Coaching and Negotiation
•Team player
•Problem solver
•Excellent Communication skills

Business experience required
Mandatory
•At least 5 years working experience in an ITIL environment.
•Have worked as service desk manager in a previous function
•Ability to transfer ITIL basics to users & Managers
•Participation in the implementation of the processes and the tools.

Technical experience required
Mandatory
•Experience in the implementation of configuration management databases and processes
•Implementation of ITIL Service Support processes at least in 2 different companies
•Experience in the implementation of CMDB partially shared between 2 companies.
•Knowledge of PRINCE 2 applied to IT…

Preferable
•Preferably certified ITIL service manager
•Knowledge of CMMI v1.2 is a plus

7. Objective of the job
The following activities will be part of the job:
•Project Management of the project updating the processes and implementing the tooling
•Training of the users, managers and the team members
•Lead workshops to describe the to-be processes.
•Implement / Reposition the service desk related activities including incident, problem and change management process.
•Implement the Configuration Management process including the configuration Management Database (CDMB)