ITSM Quality & Compliance Officer

💫 HIGHLIGHTS

Location: Brussels (hybrid)

Contract type: Freelance

Start:ASAP

Focus: You will operate at the intersection of IT governance and service management, improving CMDB and asset management maturity while ensuring ITSM processes comply with regulatory frameworks such as ISO27001, DORA, and NIS2.

🎯 YOUR ROLE

As an ITSM Quality & Compliance Officer, you take ownership of quality, compliance, and structure within IT Service Management.

You combine governance, process optimization, and stakeholder management:

Improving CMDB and asset management maturity

Ensuring ITSM processes comply with regulations

Defining and monitoring KPIs and dashboards

Coordinating asset mapping and traceability

Organizing training and awareness sessions

Driving continuous improvement and automation initiatives

📌 WHAT YOU DO

🗂️ CMDB & Asset Management

Design and optimize CMDB architecture

Align structure and documentation with internal standards

Define roles, processes, and responsibilities

Ensure data quality and consistency

📊 Quality & Compliance

Ensure compliance of ITSM processes (Incident, Change, Problem, etc.)

Implement and maintain KPIs and dashboards

Conduct performance reviews and propose improvements

Support audits and governance frameworks

🔗 Asset Mapping & Traceability

Coordinate asset import and mapping activities

Ensure linkage between business applications and IT infrastructure

Improve transparency across the IT landscape

🎓 Training & Awareness

Deliver training sessions on processes and tools

Create SOPs and documentation

Increase maturity and adoption across teams

⚙️ Automation & Improvement

Identify automation opportunities

Build roadmap and business cases

Continuously improve ITSM processes

⭐ MUST HAVE

Minimum 5 years of experience in ITSM / IT support environments

Experience with ITSM tools (ServiceNow, TOPdesk, Jira SM, etc.)

Strong knowledge of ITIL v4 or similar frameworks

Experience with process modeling (BPMN, UML)

Experience with KPI reporting and dashboards

Strong analytical and problem-solving skills

Master’s degree or equivalent through experience

✨ NICE TO HAVE

Experience with audits and certifications

Knowledge of ISO27001, DORA, NIS2

Experience with ITSM automation initiatives

Experience in complex enterprise environments

🛠️ PRACTICAL

Freelance assignment – full-time or 4/5

Hybrid working model (minimum 2 days onsite in Brussels)