Information Technology Service Management Consultant

ITSM Consultant – Long-Term Engagement (ASAP Start)

Duration: Until 30/04/2026

Location: Hybrid (2 days on-site per week)

Context:

A public sector organization with both civilian and operational divisions (including defense-related functions) has launched an initiative to implement a SIAM (Service Integration and Management) framework. The goal is to streamline collaboration between internal IT entities and external vendors via a hybrid SIAM model, aiming to improve standardization, performance, and governance across the IT landscape.

The new SIAM setup involves both internal stakeholders and a to-be-selected external provider. This initiative includes personnel from both civilian and specialized operational domains, tasked with overseeing multiple service providers.

Scope of Work:

The organization seeks an experienced ITSM Consultant to support the analysis, design, and rollout of the SIAM framework. Key activities include conducting current/future state assessments, performing gap analyses, guiding the SIAM implementation, and contributing to the preparation of procurement documentation for the selection of an external integration partner.

Role Overview:

The ITSM Consultant will provide strategic and operational guidance for the optimization and implementation of IT Service Management processes in a complex, multi-provider setting. The role requires deep expertise in ITIL, tooling (ServiceNow, Jira), service performance measurement, and stakeholder management, preferably in regulated or governmental environments.

Responsibilities:

• Analyze existing ITSM processes (incident, problem, request, change, release, etc.).
• Assist in designing end-to-end SIAM processes and integrating them with existing governance structures and tools.
• Support development of process improvement plans and roadmaps.
• Configure and support ITSM tools, including dashboards, reporting, user training, and tool integration (ServiceNow, Jira, Confluence).
• Assist in setting up and managing CMDB, service catalog, and asset management components.
• Advise on metrics (KPIs, SLAs, OLAs) and contribute to continuous service improvement initiatives.
• Coach stakeholders involved in process execution and governance within the SIAM structure.

Skill Requirements:

• Strong background in IT Service Delivery and Process Design
• Expertise in Change, Incident, Problem & Release Management
• Solid experience in CMDB, Asset Management
• Proven experience with Governance & Compliance in ITSM
• Proficiency in ServiceNow, Jira, Confluence
• Capable of delivering training and coaching in process and tool adoption
• Experience working in multi-vendor environments

Language Requirements:

• Dutch: Working proficiency
• English: Working proficiency
• French: Working proficiency

Supplementary Questions for Candidates:

1. What is the ITSM implementation achievement you’re most proud of, and why?
2. Describe your approach to configuring ITSM tools (e.g., ServiceNow, Jira) and aligning them with ITSM processes.
3. Share an example of how you have improved or reengineered ITIL processes in a multi-vendor context.