Our client is looking for a Senior Consultant – Process Digitalisation (Service Mgmt & ITSM)
Description
Within the Operations division of the company's ICT Directorate (IT & Telecom), operational excellence is a key priority. The teams responsible for operational processes — such as changes, releases, incidents, and problems — play a crucial role in service continuity and performance.
To support their digital transformation and optimise existing processes, the company is seeking an experienced consultant in operational process digitalisation. The assignment involves guiding teams in identifying and formalising their needs, with attention to the coherence between different processes.
The consultant will propose relevant improvements, have them validated by stakeholders, and deliver a detailed blueprint of the target processes. This document will also include a gap analysis compared to the existing SAP system, as well as a return on investment (ROI) analysis, enabling the organisation to develop a clear digital roadmap aligned with its strategic priorities.
Key responsibilities:
- Needs analysis: Gather and analyse the needs of operational teams, map interrelations between processes, and identify improvement opportunities.
- Process design: Develop a structured blueprint of the target processes, supported by clear documentation. Conduct a gap analysis to determine differences with current SAP functionalities.
- Validation and communication: Present proposed improvements to stakeholders, obtain their approval, and prepare clear summaries to support decision-making.
- ROI analysis and roadmap: Integrate a profitability analysis into the deliverables and formulate strategic recommendations to guide the digital transformation.
- Technological trends: Identify relevant technological and methodological developments and incorporate them into recommendations to ensure sustainability and future-proofing.
Technical skills
- Certified mastery (ITIL, ITSM…) of operational processes (changes, releases, incidents, problems). (L3: minimum 5 years of experience)
- Expertise in optimising and digitalising processes (large-scale projects). (L3: minimum 5 years of experience)
- Solid experience in using and analysing SAP functionalities. (L3: minimum 5 years of experience)
- Experience conducting a gap analysis between business needs and existing tools. (L2: minimum 2 years of experience)
- Expertise in return on investment (ROI) analyses. (L2: minimum 2 years of experience)
- Experience in drafting strategic recommendations based on economic analyses. (L2: minimum 2 years of experience)
- Proven skills in drafting official documents and structured summaries. Ability to formalise blueprints and clear analyses. (L3: minimum 5 years of experience)
- Demonstrated experience in structured organisation of analyses, with rigorous execution, proactive follow-up, clear reporting, and precise formalisation of deliverables. (L4: minimum 10 years of experience)
- Demonstrated experience in technological monitoring and knowledge of ICT trends, integrating them into recommendations in the form of innovative and scalable solutions. (L2: minimum 2 years of experience)
- Demonstrable experience in communication with large multidisciplinary teams in cross-functional projects, with a strong focus on collaboration and coordination. (L4: minimum 10 years of experience)
Soft skills
- The candidate must demonstrate knowledge of the company, the IT world, and an understanding of the challenges of the requested role, as well as the mission and core activities of the company.
- The candidate must show the ability to integrate into company teams, particularly through values such as kindness, courage, positivity, and reliability.
- The candidate must demonstrate skills inherent to the requested role within the ICT department, including presentation skills, a professional attitude, correctness and respect towards management, clear and effective communication, and responsible commitment for the duration of the contract.
