[6121] Configuration & Change Manager (QA)

Start date: Negotiable
Clearance: NATO Secret or equivalent
Location: Braine L'Alleud

Requirements:

• University degree in a relevant scientific or engineering discipline (BSc equivalent) or 5+ years of relevant professional experience.
• Relevant technical/professional skillset aligned to the role.
• Strong knowledge of IT Service Management processes, specifically Service Design, Service Transition, or Service Operation, with proven experience in at least one area.
• Good understanding and/or practical experience of Project, Programme, or Service Management methodologies and lifecycle management.
• Experience in resource management, including resource planning, allocation, and utilization within organisations.
• Excellent written and verbal communication skills, including stakeholder engagement and presentation/briefing capabilities.
• Strong organisational skills with a structured and analytical approach to problem-solving.

Desirable
• ITIL v3 Foundation Certification or higher.

Activities:

• Monitor the end-to-end delivery of services, ensuring all Service Delivery teams are effectively engaged and delivering value to customers.
• Act as a key liaison between Service Delivery Managers, Customers, Account Managers, Data Analysts, and other stakeholders.
• Support the preparation, development, and negotiation of Service Level Agreements (SLAs).
• Define, develop, and maintain Key Performance Indicators (KPIs) aligned with SLA targets.
• Facilitate agreement on KPI definitions, targets, and reporting requirements across stakeholders.
• Manage and maintain the organisation-wide KPI Catalogue.
• Promote collaboration across Service Delivery functions to improve service performance and customer satisfaction.
• Conduct proactive customer service reviews in collaboration with Demand Management and Service Owners.
• Serve as the primary customer contact for all Service Level Management activities.
• Ensure agreed KPIs are accurately monitored, measured, and reported.
• Translate business and service performance requirements into technical specifications to enable automated KPI reporting.
• Provide guidance and support to stakeholders on SLA management, KPI development, service performance measurement, and reporting best practices.
• Drive continuous service improvement through performance analysis, stakeholder engagement, and service level governance.