Chef de projet - IT Support Reorganization

Chef de projet - IT Support Reorganization (Freelance) - 10 months - Belgium

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About the Role

Our client is embarking on a transformative journey to revolutionize IT support operations, and we’re seeking a Senior IT Project Manager (Freelance) to lead this mission-critical reorganization. This is your opportunity to architect the future of user-centric IT support, driving operational excellence and sustainable change across a complex, multi-layered environment. If you thrive on building robust frameworks, empowering teams, and delivering measurable impact, this is where your expertise will shape the next era of digital operations.

Why This Role Matters

The current IT support model relies on a decentralized network of local correspondents and an outsourced service desk, resulting in inefficiencies, inconsistent service, and limited traceability. Your mission: design and implement a streamlined, professionalized support structure anchored by a central Service Desk, empowered local contact points, and a dynamic self-service knowledge base. The stakes are high — your work will directly impact service quality, operational transparency, and the digital experience for thousands of users.

Key Responsibilities

• Lead the end-to-end transformation of IT support operations, from diagnosis to delivery of a Target Operating Model (TOM).


• Map and analyze current Local IT Correspondent (CIL) activities, identifying opportunities for automation, centralization, or optimization.


• Design and document the TOM, including clear roles (RACI), service commitments, KPIs, and governance structures.


• Define and implement requirements for Jira Service Management, including guided forms, rapid CIL workflows, QR code integration, and CMDB updates.


• Drive change management initiatives using ADKAR or Kotter models, ensuring buy-in and adoption across diverse user populations.


• Develop and deliver ITIL training programs for current and future support participants.


• Oversee the creation and governance of a robust, user-friendly Knowledge Base to enable self-service and knowledge sharing.


• Manage project delivery using an iterative, MVP-driven approach, minimizing disruption and maximizing value from the outset.


• Establish and monitor KPI dashboards, ensuring continuous improvement and transparent reporting.


• Foster cross-functional collaboration with other operational and compliance teams to ensure holistic, sustainable change.

Technical Skills & Experience

• ITIL Process Management (Expert)


• IT Service Management (Expert)


• Project Management (Senior) – Prince2 or equivalent certification required


• Organizational Change Management (Confirmed/Senior) – ADKAR or Kotter methodologies


• CMDB / Asset Management (Confirmed)


• ITIL Trainer (Senior)


• Knowledge Management (Senior), including migration from legacy tools (e.g., Confluence)


• KPI / SLA Management (Senior)


• Service Catalog Management (Senior)


• Target Operating Model (TOM) Design (Senior)


• Jira Service Management (Confirmed user, configuration and ticketing)

Language Proficiency

• Professional proficiency in English is required.


• French or Dutch proficiency is a strong asset for stakeholder engagement and training delivery.

Other Requirements

• ITIL 4 Managing Professional certification (mandatory)


• Project management certification (Prince2 or equivalent, mandatory)


• Demonstrated experience in large-scale IT support transformation projects


• Strong leadership, communication, and stakeholder management skills


• Proven ability to drive change, manage resistance, and deliver results in complex environments


• Experience with iterative project delivery and MVP approaches


• Partial remote work possible; on-site presence required as per project needs

What Sets You Apart

• Builder mindset: You take ownership, solve problems, and deliver impact.


• Value-driven: You focus on outcomes, not just processes.


• Collaborative: You thrive in cross-functional teams and foster a culture of knowledge sharing.


• Resilient: You manage risk, navigate resistance, and keep teams aligned on the mission.