The ITSM Delivery Consultant will typically work on-site, within a customer’s team of ITSM staff, and execute one or a range of IT service management functions/processes according to the ITIL-framework.
The focus of your day-to-day activities is the “operational excellence” within the service management domain. In order to be successful in this demanding delivery role, you will build upon your solid understanding and know-how of the different ITIL processes.
While the specific tasks involved will vary from one assignment to another, the tasks will mainly consist of the following:
• According to the service agreed with the customer, fulfill one or multiple roles in the service provider’s organization: incident & problem management, change & release management, configuration management, capacity management … A set of responsibilities, activities and authorities will be granted to you to fulfill these roles.
• Define and collect the KPI’s; analyse and make interpretations of KPI’s and assist in the communication and recommendations towards operational service staff. Create the service report content relevant to your delivery role.
• Assist in the assessment of the existing situation regarding ITIL processes (gap-analysis).
• Assist in the set-up of the service improvement plans following the ITIL-framework and participate in the execution of parts hereof.
• Assist in the definition of ICT service processes and policies for the customer and provide training and documentation of ICT service processes and policies.
• Assist in the roll-out of new service processes if required.

Xedis offers a competitive package of benefits, including a competitive base pay, company car, daily allowance, hospitalization and pension fund.
A results-oriented approach and strive for excellence is encouraged and rewarded at Xedis. The remuneration scheme can include performance-related pay. When exceptional achievement leads to increased profit, one shares in the rewards.
Working at Xedis encompasses continuous professional challenge, variety and fun. Every consultant has the opportunity to work on a variety of interesting projects for our customers. This provides a highly challenging and exciting environment which enables the development of work and life skills. Our staff benefit from being in this motivating environment and enjoy the experience of working alongside many unique individuals as colleagues.

• Ideally having a university degree (or equivalent) related to ICT, business or economics
• You have 3 to 6 years of professional working experience, ideally in ICT-related jobs within large organizations.
• You have at least 2 years hands-on experience with IT Service Management activities according to ITIL (ITSM delivery role). You have the ambition to further specialize in the domain of IT service management operations/delivery.
• Sound know-how of the day-to-day service delivery processes (and the interdependencies) is required.
• Solid process-methodology mindset and understanding, plus hands-on experience with ITIL V2 is mandatory (foundations certificate is required).
• Having a very good feeling of the use, the value and challenges of process minded working.
• Having some experience in defining and tracking of KPI’s for service management is an asset.
• Trilingual (English, Dutch and French)
• Analytical mind, no-nonsense approach
• Client-minded. Ability to listen to the requirements of the client, capture the essential information and search for important missing details; focus on the correct translation of these requirements into your job
• Stress-resistant
• Flexible
• Structured and organized; able to work and achieve goals in a complex and continuously changing environment
• Quality minded
• Able to work independently but with a strong team spirit, equally at ease working with people and systems
• Excellent communication skills.
• Excellent presentation, training and coaching abilities.

For this function, 3 fluently spoken and written languages are of key importance and considered as mandatory skills. Please apply for this function only if you are trilingual (English, French, Dutch).

If you are interested in this senior role,
please send your CV and motivation letter to Human Resources (email: HumanResources@Xedis.be)