Context
Within the ITSM Center of Excellence, you will operate in a complex environment requiring:
- Securing daily Incident & Change operations
- Developing and structuring the Problem Management practice
- Driving continuous improvement initiatives
- Implementing reliable KPI and reporting frameworks
You will work alongside the ITSM Operations Manager with an expert advisory position and without direct managerial responsibility.
Main Responsibilities
- Lead and supervise ITSM processes related to Incident, Problem, and Change Management
- Coordinate major incidents and ensure efficient management until service restoration
- Structure, develop, and improve the Problem Management practice and RCA/PIR methodologies
- Organize and facilitate CAB/eCAB meetings while managing risks and impacts related to IT changes
- Define, monitor, and improve KPI dashboards, reporting, and ITSM performance indicators
- Contribute to continuous improvement initiatives, data quality enhancement, and ITSM automation
- Collaborate with technical teams, operational stakeholders, and vendors in a complex environment
- Support RUN governance and ensure SLA/OLA compliance
- Train and coach teams on ITSM best practices
- Participate in the Incident Management on-call rotation and coordinate critical situations during major incidents
Required Profile
Technical Skills
- ITIL4 Foundation certification is mandatory
- ITIL Managing Professional certification is a strong asset
- Minimum 7–10 years of experience in ITSM
-
Proven experience in:
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- RCA / PIR
- CAB / eCAB facilitation
- Demonstrated experience building a Problem Management practice
-
Strong knowledge of ITSM tools such as:
- ServiceNow
- Jira Service Management
- 4me
- or equivalent
-
Good understanding of:
- SLA / OLA management
- CMDB
- Observability concepts (logs, metrics, traces)
- RUN governance
Soft Skills
- Strong influencing and leadership skills
- Excellent verbal and written communication
- Strong analytical mindset
- Continuous improvement mindset
- Ability to work under pressure and manage priorities
- Collaborative and coaching-oriented approach
Languages
- French: C2 level
- English: Minimum B2 level
Join ABAKUS IT-SOLUTIONS and become an expert in IT comfort!
ABAKUS IT-SOLUTIONS is seeking to hire people passionate about IT not afraid to mix serious work and a bit of madness!
Opportunities are numerous. From bare applications development to of IT infrastructures management including conception, architecture and requirements analysis.
Although open to technologies used by our customers, ABAKUS IT-SOLUTIONS seeks mainly but not only consultants mastering: Windows and Linux Servers, networks, developments (JAVA, SAP, .NET,…) as well as highly specialized experts for example in cybersecurity or in Content Management System (CMS) (SharePoint, Drupal, WebLogic…).
In terms of non-technical competencies, ABAKUS IT-SOLUTIONS hires dynamic persons, open to the world, interested by innovation and having a keen sense of client relationship.
A very good command of English is essential, the capacity to speak French, German or Dutch is an asset.
Even though most of our positions require at least 3 years of experience, some are open to new starters.
In the meantime,
Look around on our website: