Senior ICT Service Management Consultant – NATO ITSM Maturity Implementation (Freelance)

Location: Belgium (Brussels area preferred)

Clearance: NATO SECRET (or equivalent, valid and transferable)

Engagement: approx. 2.5-3 days/week, starting September and finishing end of 2027

Travel: Regular travel within Europe (NATO sites), mix of on‑site and remote work

Mission

Lead the delivery of NATO’s ICT Service Management maturity implementation program, moving from assessment to practical implementation across multiple NATO entities. Act as senior delivery lead, orchestrating work packages (roadmap refinement, improvement plans, conferences, dashboards, surveys, Community of Practice), supported by junior consultants and/or other team members.

Key Responsibilities

- Own day‑to‑day delivery of the project: planning, coordination and quality assurance across all work packages (WP1–WP3).
- Prepare and lead key stakeholder meetings and workshops (kick‑off, entity feedback sessions, conferences, focus groups, coaching).
- Translate ITSM maturity assessment outcomes into pragmatic improvement plans, templates and artefacts for NATO entities.
- Drive design and refinement of enterprise‑level deliverables: ICT Service Management roadmap, KPI framework,



maturity and improvement dashboards, Requirements Management Operating Model, Community of Practice ToR and annual report.
- Report progress to CDT/NCIA and top management (status reporting, risks, issues, decisions, next steps).

Profile

- Experience: 10+ years in IT Service Management, CIO/IT strategy or ICT operating model work, including hands‑on delivery of complex multi‑stakeholder programs.
- Proven experience in defence, NATO, EU or similar international public sector organizations is an asset.

Expertise:

- Deep knowledge of ITSM frameworks (ITIL 4 mandatory; COBIT, SIAM, ISO/IEC 20000 nice‑to‑have).
- Experience with service management maturity assessments, roadmaps, dashboards and improvement planning.
- Comfortable facilitating large workshops/conferences and senior‑level steering committees.

Skills:

- Strong project management and stakeholder management skills.
- Excellent written and spoken English.

Logistics:

- Based in Belgium, available for regular on‑site work in Brussels and occasional travel to NATO / NCIA locations in Europe.
- Holds valid NATO SECRET (or equivalent) clearance and can work under NATO security constraints.

📌 Senior information technology service management consultant (España)
🏢 Harvey Nash
📍 España