ITSM Implementation Project Manager

Start date: As soon as possible
End date: 18/12/2026
Duration: 11 months (full-time)
Location: Brussels (hybrid)

Job Description

We are looking for an experienced ITSM Project Manager to lead an organization-wide ITSM improvement program. The focus is on project approach, accountability for results, and change realization. The objective of the project is to structurally strengthen IT service delivery with concrete short-term deliverables and a clear long-term target state.
IT Service Management (ITSM) is approached as the end-to-end organization and support of IT services, from intake to incident handling and planned changes across both infrastructure and software.

Project Scope Includes:

• Steering and delivering improvement initiatives related to service desk operations (requests, standard requests, incidents).

• Coordinating alignment between project and change teams for planned work.

• Guiding the selection, implementation, and configuration of an ITSM tool, with a focus on supporting processes and operations.

Responsibilities:

• Leading and coordinating the ITSM project according to agile principles and internal GPMO guidelines.

• Implementing ITSM processes with ITIL guidelines in mind.

• Identifying customer needs in close collaboration with the analyst.

• Refining the project definition and developing the project plan.

• Managing scope in Azure DevOps and applying agile methodologies for project tracking.

• Maintaining intensive communication with the project team, external partners, and project sponsors.

• Reporting on project progress to the Project Management Office, the steering committee, and other stakeholders.

• Daily management of the ITSM project, including maintaining project plans and backlogs, organizing agile ceremonies, and preparing project lifecycle documentation.

Knowledge and Experience:

• Experience as a project manager within ITSM.

• Experience with ITSM tools and service processes.

• Knowledge of project management and methodologies, including Agile approaches.

• Demonstrable knowledge of ITIL.

Behavioral Competencies:

• Strong communication skills, both verbal and written.

• Quality-oriented and customer-focused service delivery.

• Empathy for the needs of internal customers.

• Inspiring and motivating leadership style.

• Ability to work independently, accurately, and in a structured manner with attention to detail.

• Pragmatic approach and stress resilience.

• Strong commitment to values such as safety, reliability, responsibility, and collaboration.