at Capgemini
ConsultanciesPosted 12 days ago
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**ITIL Consultant**: Drive ITIL-aligned service excellence by transforming processes, tools, and stakeholder management. Key responsibilities cover process analysis, improvement, tool configuration, training, KPI monitoring, and collaboration. Required skills include strong ITIL expertise, ITSM/ESM implementation experience, hands-on ESM platform (like ServiceNow) knowledge, and excellent stakeholder management. Mandatory ITIL Foundation certification and relevant degree, plus fluency in English and national language (FR/NL).
- Compensation
- Not specified
- City
- Brussels
- Country
- Belgium
Currency: Not specified
Full Job Description
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired by a collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Job Description
We are seeking an experienced ITIL / Enterprise Service Management (ESM) Consultant to support the design, implementation, and continuous improvement of IT and enterprise service processes. The consultant will work closely with stakeholders across IT and business functions to optimize service delivery, ensure alignment with ITIL best practices, and drive service excellence across the organization.
The ideal candidate will play a key role in transforming service management capabilities, improving operational efficiency, and enhancing end-user experience through structured processes and modern ESM platforms.
Key Responsibilities
- Analyze current service management processes and identify improvement opportunities
- Design and implement ITIL-aligned processes (Incident, Problem, Change, Service Request, etc.)
- Support ESM transformation initiatives across non-IT departments (HR, Facilities, Finance, etc.)
- Provide guidance on best practices for service delivery and governance
- Collaborate with stakeholders to ensure adoption of new processes and tools
- Configure and optimize ESM tools (e.g., ServiceNow, BMC, Ivanti, etc.)
- Deliver training and documentation to business and IT teams
- Monitor KPIs and continuously improve service performance
Key Requirements / Qualifications
Essential Skills & Experience
- Strong knowledge of ITIL framework (v3 or ITIL 4) and service management principles
- Proven experience in ITSM / ESM implementations or transformations
- Hands-on experience with ESM platforms (e.g., ServiceNow, Remedy, Cherwell, Ivanti)
- Experience in process design and improvement (Incident, Change, Problem, etc.)
- Ability to translate business needs into service management solutions
- Strong stakeholder management and communication skills
- Analytical mindset with problem-solving capabilities
- Experience working in agile or hybrid delivery environments
- You speak fluent English and at least one national language FR/NL
Education & Certifications
- ITIL Foundation certification (mandatory)
- ITIL Intermediate / Managing Professional (preferred)
- Relevant degree in IT, Business, or related field (or equivalent experience)
Nice-to-Have
- Experience with Enterprise Service Management (beyond IT)
- Knowledge of automation, workflow tools, or AI in service management
- Experience in large, complex or international environments
- Familiarity with governance frameworks (COBIT, ISO/IEC 20000)
Your Benefits
At Capgemini Belgium we offer flexibility in more than one way: next to our hybrid way of working, where we offer you can work 70% from home, we also offer our flex abroad program. With this program you can work up to 45 days abroad, this to maintain a good work-life balance.
Next to this we also offer following additional benefits:
- Net expenses
- Company car or mobility budget (whatever works best for you)
- Health insurance
- Meal vouchers
- Pension plan
- Eco vouchers from €250/year
- A flex plan where you can buy extra days off, update your insurance or buy home office supplies
- 32 vacation days
What You'll Love About Working Here
- Flexibility & Autonomy: Work from clients, from home, from Capgemini office or even sometimes from abroad - to work the way that works for you.
Diverse Projects: Join a global leader with clients across industries, offering you the chance to work on varied and impactful projects.
Learning & Growth: From onboarding to exclusive partner events and leadership programs, we invest in your development; and you will get an exclusive ‘SAP Learning Hub license and can use it to continuously enrich your leaning experience
Community & Support: Build your network within our expertise communities and collaborate with passionate consultants across the globe.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
