Our client is looking for an ITSM Quality & Compliance Officer
The job
As an ITSM Quality & Compliance Officer, you will take ownership of improving the company’s asset management and CMDB maturity while ensuring ITSM practices comply with internal governance and external regulatory frameworks (ISO27001, DORA, NIS2, Cyber Resilience Act). You will report to the IT Governance Lead and collaborate closely with Service Management Officers, ITSM tooling owners, and other stakeholders.
As ITSM Quality & Compliance Officer, your main responsibilities will include:
- CMDB & Asset Management Define and implement the architecture for asset management and CMDB. Update and align CMDB structure and documentation with company standards. Define roles, responsibilities, and processes for maintaining asset and configuration management.
- Quality & Compliance Ensure ITSM processes (Incident, Request, Problem, Event, Change, Service Level Management) comply with ISO27001, DORA, NIS2, and Cyber Resilience Act. Establish KPIs and dashboards to monitor CMDB health and ITSM process quality. Conduct monthly performance reviews and propose continuous improvement actions.
- Asset Import & Mapping Lead phased import and mapping of business assets to IT components. Ensure traceability between business applications and IT infrastructure.
- Training & Awareness Develop and deliver training sessions and SOPs for stakeholders. Organize at least two waves of training (process and tool usage).
- Automation & Continuous Improvement Define automation requirements for CMDB management. Prepare business case and roadmap for automation initiatives.
Technical Skills
- Master degree or equivalent by experience
- Practical experience with ITSM platforms (e.g., OmniTracker, ServiceNow, TOPdesk, Jira Service Management)
- At least 5 years of professional experience in an IT-support related domain
- Proven experience in project coordination and modelization of complex workflows or processes (BPMN and UML)
- Solid understanding of ITIL V4, USM, or similar IT service delivery best practices
- Ability to define relevant KPIs and build reporting dashboards for quality and compliance
- Strong analytical, problem-solving, and troubleshooting skills
- Experience with certification audits is a plus
Soft Skills
- Excellent communication and stakeholder management – working with non technical stakeholders
- Highly analytical and synthetical skills and a proactive mindset
- Collaborative mindset with experience in cross-functional stakeholder engagement
- Able to translate needs into clear actions
- Comfortable giving structure and challenging existing ways of working
- Ability to drive change and foster collaboration
- Fluent in Dutch/English or French/English and good understanding of the other national language
