IT Process / Request Management Lead

IT Process Management Lead (ITIL, ServiceNow, PROSCI, Agile) – Banking Client – Brussels

Rate: 600 – 700 p/d

Duration: 6 month contract + extension

Remote Working (have to be onsite 3 times in a month in Belgium)

Role and Responsibilities :

As a Request Management process owner you have 2 main stakeholders; the end users and the development teams for IT for IT services:

• You have a proximity with Helpdesk, the various IT Product and Service Owners and you handle the front-end and back end of request management process and tooling
• You know how to design the user experience around the management of requests.
• You know how to set-up an End to End request management process across IT divisions (e.g. Environment delivery, Application deployment, Virtual Desktop, … ). in a standardized and automated way and you will harmonize the different request management processes and the related tooling landscape. The process design takes into account the implemented service structure via CSDM and ATUM.
• You implement the necessary performance and cost indicators in order to support continuous improvement and get client satisfaction.
• You ensure the necessary process requirements and improvements are identified, developed and supported to the satisfaction of the various stakeholders.
• You have a good understand of agile values, principles and methodology and how request management impacts the backlog/demand management processes of the agile teams
• You ensure the necessary change management takes place in order to ensure the different stakeholders are aware of the request processes, they have the ability and the understanding to perform the requests relevant to their context, and they clearly understand what is in it for them to file a request in a standardized manner.
• You understand that there are requests of different nature (e.g. infrastructure, hardware, services,…) and you have the ability to grow the playing field and your portfolio of responsibilities moving forward and to integrate other request services beyond IT service requests.
• You master the different ServiceNow modules and you establish specific business knowledge.
• You prepare communications, management reporting, and make business presentations on business solutions and system enhancements and/or alternatives.

Qualifications:

• Have a process mindset in the agile broad meaning, eg putting “people over process”, ensuring everyone is aligned and working towards goals before trying to implement anything else
• Have an affinity with technology and experience with the ServiceNow platform is a plus
• Have a good understanding of the ITIL processes, being ITIL certified is a plus
• Are PROSCI certified or you are willing to get certified – Have experience in a production environment
• Have outstanding communications skills (writing, presentations, etc.) and ability to communicate in logical, concise, and confident manner
• Have outstanding problem solving and analytical abilities
• Are familiar with Agile approach and methodologies
• Are a self-starter, self-motivated and pragmatic individual
• Have a continuous improvement and growth mindset
• Have the ability to autonomously deal with tensions and disputes and to strive to realize the benefits for the company New ways of working: At , we believe in an ideal balance between office and remote work toward business, team and individual needs, enhancing more flexibility, trust and individual accountability.

What we offer:

– An excellent opportunity to practice and develop your talents in a highly professional international environment.

– Working closely with inspiring, supportive and engaged colleagues from different countries, interacting with many partners at all levels across the organization.

– A learning and development focused environment with an emphasis on knowledge sharing, training, and reskilling.

– We’re agile, we’re growing and so will you!