Job Description
We're Hiring: IT Project Manager – IT Support Transformation
Location: Namur, Belgium
Work Model: Hybrid
Start Date: ASAP
Contract Duration: 10 Months (4/5 Time)
We are seeking an experienced IT Project Manager to lead a large-scale transformation of IT support services. This role focuses on modernizing IT support operations, improving service delivery, and implementing a robust operating model aligned with ITIL best practices.
Key Responsibilities
- Lead the transformation of IT support services using an iterative, value-driven approach.
- Analyze the current support model and identify opportunities for optimization, automation, and process improvement.
- Design and implement a Target Operating Model (TOM) with clearly defined roles, responsibilities, governance, and service levels.
- Define business and technical requirements for Jira Service Management, including workflows, forms, CMDB integration, and knowledge management.
- Drive change management initiatives to ensure successful adoption across stakeholders.
- Develop and deliver training programs aligned with the new operating model and ITIL best practices.
- Establish project governance, KPIs, dashboards, and continuous improvement plans.
- Collaborate with cross-functional teams to ensure seamless implementation and service continuity.
Required Skills
- IT Project Management
- ITIL 4 Framework
- Jira Service Management
- Target Operating Model (TOM) Design
- IT Service Management (ITSM)
- Change Management
- Service Catalog Management
- CMDB & Asset Management
- KPI & Performance Reporting
- Stakeholder & Governance Management
Required Certifications
- ITIL 4 Managing Professional (Mandatory)
- PRINCE2 or equivalent Project Management certification (Mandatory)
What We're Looking For
- Proven experience leading IT support transformation or ITSM projects.
- Strong knowledge of ITIL processes and service management best practices.
- Experience implementing or optimizing Jira Service Management environments.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to drive organizational change and manage resistance effectively.
- Strong analytical mindset with a focus on delivering measurable business value.
