Senior Project Manager – Enterprise Service Management (ESM)

Pacer Group; Rotterdam, Den Haag; On-site; EUR 124,000 - 193,000; Full time

Job summary

Pacer Group is seeking a Senior Project Manager – Enterprise Service Management (ESM) to lead a major transformation across the organisation. The role focuses on consolidating ITSM platforms into one integrated solution, with governance and change management at the core.

You will oversee platform implementation, process harmonisation and stakeholder coordination across departments, ensuring successful delivery of multiple IT/ESM initiatives.

Qualifications

• Minimum HBO-level qualification or equivalent.
• Fluent in Dutch and English (C1 level).
• Excellent stakeholder management, supplier coordination and communication skills.
• Proven track record of independently delivering at least 3 IT or organisational transformation projects as a Project Manager.
• Experience delivering at least 1 organisation-wide ITSM or ESM transformation.
• Minimum 5 years of experience managing complex IT and organisational transformation projects.

Responsibilities

• Lead end-to-end ESM implementation and phased project delivery.
• Coordinate supplier selection, evaluation and decision-making.
• Develop the service management operating model and governance framework.
• Manage migration and consolidation of existing ITSM and service management platforms.
• Drive process standardisation and harmonisation across departments.
• Manage stakeholders and align priorities across different teams.
• Lead organisational change management, adoption and implementation planning.
• Monitor project progress, risks, dependencies, timelines and deliverables.
• Ensure smooth handover to permanent service management team.

Skills

Stakeholder management

Supplier coordination

Communication skills

ITSM knowledge

ITIL processes

Change management

Governance

Process harmonisation

Education

HBO-level qualification

Tools

TOPdesk

Jira Service Management

Freshdesk

Planon

ServiceNow

Job description

Senior Project Manager – Enterprise Service Management (ESM)

Location: Rotterdam, Netherlands

Contract: Project-based assignment

Working Hours: 24 hours per week

Languages: Dutch and English (C1 level)

Engagement Type: Self-employed (ZZP) contractors only – no subcontracting or intermediaries.

About the Role

We are looking for an experienced Senior Project Manager – Enterprise Service Management (ESM) to lead a large-scale, organisation-wide service management transformation.

The project involves consolidating multiple existing service management platforms, including TOPdesk, Jira, Freshdesk and Planon, into a single integrated and future-proof solution.

The role will involve leading platform implementation, process harmonisation, governance, stakeholder management and organisational change across multiple departments and business units.

Key Responsibilities

• Lead the end-to-end ESM implementation and phased project delivery.
• Coordinate supplier selection, evaluation and decision-making.
• Develop the service management operating model and governance framework.
• Manage migration and consolidation of existing ITSM and service management platforms.
• Drive process standardisation and harmonisation across departments.
• Manage stakeholders and align priorities across different teams.
• Lead organisational change management, adoption and implementation planning.
• Monitor project progress, risks, dependencies, timelines and deliverables.
• Ensure a smooth operational handover to the permanent service management team.
• Minimum 5 years of experience managing complex IT and organisational transformation projects.
• Proven track record of independently delivering at least 3 IT or organisational transformation projects as a Project Manager.
• Experience delivering at least 1 organisation-wide ITSM or ESM transformation.
• Strong knowledge of IT Service Management (ITSM), Enterprise Service Management (ESM) and ITIL processes.
• Experience in process harmonisation, governance and organisational change management.
• Minimum HBO-level qualification or equivalent.
• Fluent in both Dutch and English (C1 level).
• Excellent stakeholder management, supplier coordination and communication skills.
• Proven ability to manage complex projects involving multiple departments and stakeholders.

Preferred Experience

• Experience leading large-scale ITSM/ESM implementations.
• Experience consolidating multiple service management platforms into one integrated solution.
• Hands-on project experience with platforms such as ServiceNow, TOPdesk, Jira Service Management, Freshdesk or Planon.
• Strong understanding of service management operating models and enterprise-wide process improvements.

Important Engagement Conditions

• Only self-employed ZZP contractors will be considered.
• Subcontracting and intermediaries are not permitted.
• Candidates must be available to work 24 hours per week.
• Both Dutch and English language proficiency at C1 level are mandatory.