IT Service Management Architecture

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The NRB Group, now a leader in Belgium's ICT sector, offers a wide range of IT services to meet all your IT needs, from Infrastructure & Cloud to Software Development, Consultancy & Managed Staffing.
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Context:

Our client's digital infrastructure services landscape has grown organically over time, resulting in varying approaches to service management across different teams. While basic processes exist, the current situation presents challenges in terms of efficiency, scalability, and consistency. The aim is to establish a standardized service management operating model that will streamline our operations and enhance service delivery.

The need for this transformation stems from current operational challenges, notably the need of transparent service management to cope with the dynamically changing technologies and customer demands. Besides, it will be crucial to have clear handoffs and definition of roles.

They are working on creating a target operating model to guide us towards more standardization and efficiency. Through this activity, we aim to address the architecture process of the operating model.

Assignment:

This task focuses on Architecture Management within the general operating model of the digital infrastructure department.

Services to be delivered with regards to these two practices:

Define target state:

1. Get2Know’s & internal process expert interviews

2. Presentation Process Scope & “State-of-The-Art”

3. Maturity Survey (based on maturity matrix)

4. Workshop 1 “Target Maturity”– Consolidate survey results & discuss different views

5. Workshop 2 “To-Be” – Review Ideal subprocesses (Level 2)

6. Leadership review & validation on subprocesses

7. Final Ideal processes presentation

Conduct as-is analysis:

1. Document existing processes (via process expert interview & documentation consolidation)

2. Workshop 3 “As-Is”– Review & finalize existing processes and sub-processes.

   1. Identification of maturity level

   2. Identification of efficient & pain points

   3. Identification of associated risks

3. Leadership information session on AS IS processes

Conduct GAP analysis and define roadmap:

1. Gap identification & description

2. Action plan details including

   1. Activities to address gap

   2. Relative planning

   3. Impact on organization to implement changes

   4. Impact on organization to operate the new processes

   5. Impact on other resources

   6. Quick-win identification

3. Workshop 4 “Roadmap” – Review and finalize gap identification, prioritization and approach.

4. Leadership conclusions presentation

Requirements

The task is part of a wider program on organizational development and requires both technical understanding of IT architecture for an infrastructure provider as well as expertise in organizational development.

Key technical requirements

• An excellent knowledge of English is required and Dutch and/or French

• Expertise in enterprise & solution architecture​

• Expertise in general IT Service Management

• Experience in IT infrastructure

• Proficiency in analyzing and defining IT processes

• Experience in Organizational Development (especially Turnaround) in that area

• Be able to work both autonomous and in a team

• High customer-orientation

• Analytical approach to problem-solving and a track record of driving results through continuous improvement 

• Curiosity, willingness to learn and ability to introduce creative and innovative solutions 

• Have a critical mind and dare to challenge

• Ability to navigate a complex stakeholder environment

Our offer

·         Contractual flexibility, a permanent contract or a freelance assignment;

·         Flexible working hours with the possibility of teleworking (1 to 3 days a week);

·         A team of enthusiastic, professional and talented colleagues in a good mood and atmosphere;

·         Personalized career coaching to support your development;

·         A company with a pleasant, dynamic and innovative working atmosphere.

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