Senior IT Project Manager - Freelance

We are looking for a Senior IT Project Manager

For one of our clients, a regional public organization based in Namur, we are looking for an experienced Senior IT Project Manager to lead a major transformation program of the local IT support model.

The objective of this mission is to professionalize the current support organization by moving towards a strengthened central Service Desk (SPOC), a formalized Target Operating Model (TOM) and a structured ITIL-based governance framework.

The ideal candidate combines strong project management expertise, deep IT Service Management knowledge and proven experience in organizational change.

Responsibilities

• Lead the transformation program of the IT proximity support organization.

• Analyze the current operating model, including activity mapping, workload analysis, ticket escalation flows and cost assessment.

• Design and formalize the future Target Operating Model (TOM), including service catalogues, support levels, roles and responsibilities.

• Define requirements for Jira Service Management configuration, including forms, CMDB and Knowledge Base management.

• Establish and implement ITIL-based processes and governance frameworks.

• Drive change management activities, including communication plans and stakeholder engagement.

• Support and train stakeholders on ITIL practices and the new operating model.

• Manage pilot phases (MVP approach) and ensure continuous improvement.

• Define and monitor KPIs, SLAs and operational dashboards.

• Ensure alignment between business needs, IT operations and organizational objectives.