ITSM Governance & Performance Lead

Fujitsu; Brussel Hoofdstad; In loco; EUR 50.000 - 73.000; Tempo pieno

Descrizione del lavoro

Fujitsu in Brussels is seeking an ITSM Process & Performance Coordinator on a 3-month contract to govern, measure and continuously improve ITSM processes across the Service Desk and related teams.

The role ensures that ITIL practices are applied, ServiceNow is the authoritative data source, and KPI reporting and dashboards are maintained with accuracy and timeliness. Strong English and cross‑functional collaboration are essential.

Competenze

• Strong knowledge of ITIL 4 and ITSM governance.
• 3–5 years in ITSM coordination, process management or continuous improvement.
• Hands-on experience with ServiceNow ITSM including incident/change/knowledge.
• Experience defining and monitoring KPIs, SLAs and OLAs.
• Fluent English; French is a plus.

Mansioni

• Govern ITIL processes across Incident, Change, Problem, Knowledge and Communication.
• Ensure ServiceNow data quality and reporting; implement dashboards.
• Define and maintain KPIs, SLAs and OLAs; produce weekly/monthly reports.
• Coordinate across Process Managers, Service Desk, and vendors; drive action closures.

Conoscenze

ITIL 4

ITSM coordination

ServiceNow ITSM

KPI reporting

Stakeholder management

Data analysis

English fluency

Formazione

ITIL 4 Foundation certification

Strumenti

ServiceNow

Power BI

Tableau

Descrizione del lavoro

Fujitsu in Brussels is seeking an ITSM Process & Performance Coordinator on a 3-month contract to govern, measure and continuously improve ITSM processes across the Service Desk and related teams.

The role ensures that ITIL practices are applied, ServiceNow is the authoritative data source, and KPI reporting and dashboards are maintained with accuracy and timeliness. Strong English and cross‑functional collaboration are essential.