Process Managers own and execute their processes.

The ITSM Coordinator governs, measures, challenges and improves them.

Job Description — ITSM Process & Performance Coordinator

Contract Duration: 6 months

Location: Brussels

Role purpose

The ITSM Process & Performance Coordinator ensures that IT service management processes are consistently defined, executed, measured and continuously improved across the Service Desk and related support teams.

The role coordinates ITIL practices, Process Managers and operational stakeholders; ensures reliable data capture in ServiceNow; and converts operational data into actionable KPI reporting and management dashboards.

The Coordinator acts as the governance and performance focal point for ITSM. Process ownership and daily operational execution remain with the designated Process Managers.

Key responsibilities

1. ITIL process governance

- Coordinate the governance of Incident, Major Incident, Request, Change, Problem, Knowledge and Communication Management processes.
- Ensure that ITSM processes, procedures, roles, escalation paths, RACI matrices and operational checklists are documented, current and consistently applied.
- Organise regular reviews with Process Managers and follow up on agreed actions, deliverables and deadlines.
- Challenge process deviations, unclear ownership, recurring failures and unjustified exceptions.
- Ensure adequate operational coverage, back-up arrangements and handovers during absences.
- Maintain a consolidated ITSM improvement plan and track actions through to documented closure.
- Promote practical application of ITIL principles without introducing unnecessary process complexity.

2. ServiceNow governance and data quality

- Ensure that ServiceNow is used as the authoritative source for ITSM operational reporting.
- Define mandatory data-entry and ticket-quality requirements for each supported process.
- Monitor ticket categorisation, prioritisation, assignment, resolution codes, timestamps, SLA status and closure quality.
- Identify incomplete, inconsistent or unreliable records and coordinate corrective actions with the relevant Process Managers and operational teams.
- Define reporting requirements and work with ServiceNow administrators or development teams to implement reports, workflows and dashboards.
- Support the testing and validation of ServiceNow enhancements affecting ITSM processes.
- Ensure that reporting results are traceable to controlled and clearly defined ServiceNow data.

3. KPI, SLA and dashboard management

- Define and maintain a controlled catalogue of KPIs, SLAs, OLAs and operational measures.
- Document for every indicator its purpose, definition, formula, source, owner, reporting frequency, target and escalation threshold.




- Build and maintain operational and management dashboards using ServiceNow reporting capabilities and, where required, Power BI or equivalent reporting tools.
- Monitor service performance, including:
- SLA and OLA compliance;
- incident volume, ageing and backlog;
- response and resolution times;
- Major Incident performance;
- escalation and reassignment rates;
- reopened tickets;
- change success, failure and emergency-change rates;
- request fulfilment performance;
- knowledge usage and quality;
- ticket-data completeness and accuracy.
- Analyse trends, exceptions and recurring performance issues instead of merely presenting raw figures.
- Produce concise weekly and monthly reporting highlighting performance, risks, decisions required and corrective actions.
- Ensure that dashboards provide both operational drill-down and executive-level visibility.

4. Continuous service improvement

- Translate KPI findings, audit results, incidents and operational feedback into measurable improvement actions.
- Facilitate root-cause and post-incident reviews and ensure that resulting actions have owners and deadlines.
- Monitor action implementation and require evidence before closure.
- Identify opportunities for workflow simplification, automation, improved knowledge reuse and better data capture.
- Assess process maturity and propose realistic improvement priorities based on operational risk and business value.
- Measure whether implemented improvements produce the expected operational results.

5. Coordination and stakeholder management

- Act as the central coordination point between Process Managers, Service Desk leadership, technical teams, management and external service providers.
- Prepare and facilitate ITSM governance meetings, process reviews and performance reviews.
- Escalate material process failures, unmanaged risks, persistent SLA breaches and overdue corrective actions.
- Communicate responsibilities, decisions and expectations clearly to all stakeholders.
- Support internal reviews, service audits and contractual reporting requirements.
- Provide guidance and coaching to Process Managers and operational back-ups while maintaining their accountability.

Required knowledge and experience

- Strong practical knowledge of ITIL 4 and IT service management governance.
- At least three to five years of relevant experience in ITSM coordination, process management, service delivery, reporting or continuous improvement.
- Hands-on experience with ServiceNow ITSM,



particularly Incident, Major Incident, Request, Change, Problem and Knowledge Management.
- Demonstrated experience defining and monitoring KPIs, SLAs and OLAs.
- Experience developing and maintaining ServiceNow reports and dashboards.
- Strong understanding of ticket-data quality, reporting controls and metric definitions.
- Ability to analyse operational data, identify trends and translate findings into corrective actions.
- Strong documentation, facilitation, coordination and stakeholder-management skills.
- Ability to challenge non-compliance and follow actions through to closure in a multi-team and multi-supplier environment.
- Professional command of English; French is an asset.

Preferred qualifications

- ITIL 4 Foundation certification required; ITIL 4 Practice Manager, Managing Professional or equivalent is an advantage.
- ServiceNow certification or formal training, particularly:
- ServiceNow Certified System Administrator;
- ITSM Implementation;
- Performance Analytics.
- Experience with Power BI, Tableau or an equivalent business-intelligence platform.
- Experience in outsourced, contractual, public-sector or European institutional environments.
- Familiarity with ISO/IEC 20000, continual improvement, Lean or service-quality management.

Expected deliverables

- Current and approved ITSM process documentation.
- Clear RACI matrices, operational checklists and back-up arrangements.
- Controlled KPI/SLA catalogue containing unambiguous metric definitions.
- Reliable ServiceNow operational dashboards.
- Concise weekly and monthly management reporting.
- Documented data-quality controls and correction tracking.
- Consolidated continual-improvement register.
- Traceable governance decisions, actions, owners and deadlines.
- Evidence-based closure of process and performance improvement actions.

Success measures

The role is successful when:

- ITSM processes are consistently followed and auditable;
- each process has an active and accountable Process Manager;
- ServiceNow data is sufficiently complete and reliable for management reporting;
- KPI definitions and calculations are stable and understood;
- dashboards identify operational risks and decisions—not merely ticket volumes;
- overdue actions, SLA breaches and process deviations are actively followed up;
- management receives an accurate view of performance, risks and required decisions;
- process maturity and service performance demonstrate measurable improvement.

Accountability boundary

The ITSM Process & Performance Coordinator governs, coordinates, measures and improves the ITSM framework. The role does not replace the Process Managers, permanently execute their operational activities, or become the owner of every unresolved service issue.

📌 Itsm process & performance coordinator (España)
🏢 Fujitsu
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