Job Specifications
Are you an ITSM Governance & ServiceNow SPM Specialist with 5+ years of experience in ITSM process design and ITIL best practices? Apply now for a contract opportunity with a client in Belgium.
Requirements:
5+ years of experience in ITSM consulting and/or ITSM process design in complex enterprise environments
Proven experience implementing ITSM processes (Incident, Problem, Change, Release, Asset/CMDB, etc.) and related governance structures in ServiceNow
Strong hands-on expertise in the ServiceNow SPM (Strategic Portfolio Management) module (mandatory)
ITIL v3 or v4 certification (mandatory)
Solid practical knowledge of ITIL practices
Experience with ISO 27001, GDPR, and/or other relevant standards
Experience in IT governance or IT risk & compliance (plus)
Experience building KPIs, dashboards, and steering committee materials
Practical experience supporting audits and remediation activities
Excellent documentation and process-mapping skills using tools like Visio, Miro, or equivalent
Strong analytical thinking and problem-solving with data-driven mindset
Collaborative, diplomatic, and pragmatic approach—able to balance governance with operational needs
Results-oriented and organized with ability to manage multiple workstreams concurrently
Strong attention to detail and sense of accountability
Ability to facilitate workshops and working groups to socialize processes and ensure adoption
Experience creating process maps, RACI matrices, SOPs, templates, playbooks, and training materials
Ability to coach and upskill process owners and practitioners
Knowledge of continuous improvement methods such as Lean and PDCA
Experience coordinating with PMO, security, risk, and legal teams
Regular office presence required
Languages: English (full professional proficiency) and Dutch or French (full professional proficiency), with good understanding of the other Belgian national language
Job Description:
Design and implement ITSM governance frameworks and ServiceNow SPM structures including steering/forums, roles & responsibilities, decision-making flows, and policy lifecycle as planned on the roadmap
Define, document, and operationalize core ITSM processes (Incident, Problem, Change, Release, Asset, Configuration, Capacity, Service Request, Supplier/Vendor management, IAM) based on ITIL best practices and implemented in ServiceNow including the SPM module where relevant
Develop KPIs, dashboards, and reporting in ServiceNow (including the SPM module) and other tooling for SteerCo and operational teams
Define targets and escalation rules for ITSM processes
Establish process controls and compliance checks aligned with relevant standards/regulations including ISO 27001, ITIL, GDPR, and internal policies
Facilitate workshops and working groups to socialize processes, secure approvals, and ensure adoption
Create supporting artefacts including process maps, RACI matrices, SOPs, templates, playbooks, and training materials
Support internal and external audit readiness including evidence collection, remediation plans, tracking, and closure
Coach and upskill process owners and practitioners
Embed continuous improvement methods such as Lean and PDCA
Coordinate with PMO, security, risk, and legal teams to align governance and change activities
Track benefits and measure process improvement outcomes
Communicate progress to stakeholders and leadership
Work with IT leadership, process owners, and stakeholders to translate business requirements into ITIL-aligned, repeatable, and auditable ITSM processes and ServiceNow SPM solutions
Ensure appropriate governance, risk, and compliance controls are in place
Improve service quality, reduce risk, and enable regulatory compliance through well-designed processes and KPIs
Liaise with internal IT team members including infrastructure teams, architects, analysts, developers, product owners, SDMs, and security experts
Engage with business IT stakeholders to understand requirements and ensure alignment
Mature IT service management processes and solutions across the organization
Implement ServiceNow SPM solutions that enable effective portfolio and project governance