A federal public sector organisation responsible for food safety operates a ServiceNow Enterprise Service Management platform used across multiple departments. The organisation maintains ITSM, HRSD and CSM modules and is moving forward with projects such as CSM 2.0 and potential HRSD initiatives. This senior role combines functional ServiceNow knowledge and strong project coordination to connect the platform owner, internal IT maintainers, an external supplier and business stakeholders in Brussels.
The mission
The immediate project context is the further professionalisation of the ServiceNow ESM landscape, covering operational ITSM work plus cross-departmental programmes in customer service management and HR service delivery. The ESM team is small but central, and the work matters because changes touch multiple directorates, production portals and the supplier contract that supports larger configuration tasks.
Day to day you act as the central linking pin for all ServiceNow-related projects. You will coordinate a compact ESM team made up of two internal IT maintainers and a technical ServiceNow consultant who serves as platform owner, run project planning and quality gates from requirements through go-live and post-go-live, and manage the relationship and contractual/financial aspects with the external ServiceNow service provider. You will also facilitate business alignment across several departments and drive the ServiceNow roadmap and reporting.
Your responsibilities
- Lead the coordination of ServiceNow programmes, delivering clear project plans, timelines, dependencies and risk mitigation so projects reach agreed go-live dates.
- Manage stakeholder alignment and decision making, translating business requests into structured functional requirements and ensuring proposals meet business needs.
- Oversee quality assurance and acceptance, organising UAT, validating delivered configurations and supervising go-live and post-go-live support.
- Direct and coach the ESM team and support process owners to take ownership of their processes and documentation.
- Coordinate the external ServiceNow supplier on contractual and financial matters, and ensure delivered work aligns with the platform architecture and roadmap.
- Produce concise progress reporting for management, including status, risks, open actions and decisions.
Your profile
Essential skills
- Proven experience in project coordination or functional roles within IT or business contexts, minimum 8 years.
- Deep functional ServiceNow experience in project or operational roles, minimum 10 years, with clear understanding of ITSM, HRSD and CSM modules.
- Experience leading teams and coordinating suppliers, minimum 8 years of people or team steering in similar contexts.
- Strong requirements analysis, test coordination and process modelling capabilities.
- Comfortable with Agile or hybrid delivery methods and able to translate technical proposals for non-technical stakeholders.
- Excellent stakeholder communication, facilitation and reporting skills, diplomatic and consensus oriented.
Preferred skills
- Experience within federal or public sector organisations.
- Prior involvement in ESM implementations, CSM or HRSD projects.
Languages
- Dutch, C1 (or working language) or Dutch, B2 as supporting level
- French, C1 (or working language) or French, B2 as supporting level
- English, B2
Education
- Bachelor in management, ICT, business analysis or equivalent by experience.