Senior ITSM Consultant /Transformation Leader

ITSM Consultant – ServiceNow Expert & Transformation Leader

We are seeking a highly experienced ITSM Strategic Consultant with a strong background in IT Service Management, Agile, DevOps, and ITIL methodologies. You will lead key transformation projects within large-scale organizations, drive ITSM tool implementations and integrations (e.g., ServiceNow, Jira, Microfocus), and support the adoption of modern service management practices.

You will work closely with internal stakeholders, technical teams, and external partners to ensure timely and high-quality delivery of infrastructure and service management projects. We’re looking for someone with leadership mindset, strategic thinking, and excellent communication skills, who can take initiative, influence others, and act as a catalyst for change.

Your Responsibilities:

• Define and structure IT services in a clear, business-oriented way (not just applications)
• Lead and support IT transformation initiatives, ensuring alignment with ITIL and ITSM best practices
• Act as the ServiceNow expert within the organization, advising on modules, capabilities, and improvements
• Collaborate with different IT and business teams to explain and embed the new service-oriented model
• Take initiative in identifying gaps and proposing solutions for IT service management
• Educate and align teams around the distinction between IT services and applications
• Drive the adoption of ServiceNow and ITIL-based processes across the organization
• Contribute to cultural and operational transformation from traditional application delivery to service-based delivery

Your Profile:

• Proven experience in IT Service Management (ITSM) and ServiceNow, including deep knowledge of its modules and capabilities
• Strong understanding of ITIL practices and frameworks
• Experience in leading transformation projects within IT organizations
• Excellent soft skills: communication, persuasion, and cross-functional collaboration
• Leadership mindset: you don’t need a title to lead, and you take ownership naturally
• Ability to explain complex concepts in a simple, structured, and engaging way
• Strategic thinking combined with operational pragmatism
• Ability to work independently and influence stakeholders at all levels
• Experience with DevOps and Agile environments
• Fluent in English; French or Dutch is a plus