IT Service Manager

Terms of the Mission

As part of its activities, a major organisation in the utilities sector is looking for an IT Service Manager.

This is a full-time assignment with an estimated duration of 1 year, with possible extensions, starting as soon as possible.

A hybrid working model applies, with at least 2 days per week on-site at the company’s offices (location to be confirmed). Additional on-site days may occasionally be required depending on service needs.

Because the site is not easily accessible by public transport, a driving licence and vehicle are considered an advantage.

Context of the Mission

The role focuses on the design, maintenance, and continuous improvement of IT processes within the IT department, as well as promoting and embedding these processes across teams.

Processes in scope include:

• Request management
• Software catalogue management
• Service catalogue management
• Operational knowledge management within support

Main Responsibilities

1. ITSM Processes and Activities

• Develop and enhance ITSM processes in collaboration with stakeholders.
• Create and deliver training on processes and tools.
• Produce and analyse KPIs to measure process maturity and performance.
• Ensure effective operational management of assigned ITSM processes.
• Support continuous improvement of processes, tools, and automation scripts.

2. Support to IT Management

• Act as the main contact for ITSM topics such as request management, software catalogue, and knowledge management.
• Serve as a reference point for process optimisation and alignment.

3. ITSM Operations

• Participate in change management activities when required (e.g. CAB meetings).

4. ITSM Roadmap

• Contribute to the implementation and evolution of the ITSM roadmap.

Soft Skills

The ideal consultant will be:

• Customer-oriented and detail-focused
• Proactive in promoting services and driving adoption
• A strong team player fostering cooperation and shared goals
• Capable of understanding organisational context and long-term direction
• An ambassador of change and innovation
• Skilled in negotiation, assertiveness, and documentation

Required Skills and Experience

Strong knowledge of software catalogue management – Advanced – Mandatory

Strong knowledge of ITSM process management – Advanced – Mandatory

ITIL Foundation Certification – Certified – Mandatory

French language proficiency (CEFR Level C2) – Fluent – Mandatory

Experience with ITSM tools (e.g. SysAid or similar) – Proven – Mandatory

Experience in the utilities sector – Proven – Mandatory

Experience ensuring document compliance within ISO 27001 framework – Proven – Mandatory

Demonstrated experience in IT Service Management and request handling – Proven – Mandatory

Proven track record of implementing and improving processes and organisations – Proven – Mandatory