Senior Project Manager Enterprise Service Management (ESM)

Project overview

Possibility for freelance. No subcontracting. 24 hours.

Requirements

Wishes

The extent to which the proposed candidate matches the requested function profile, or has more relevant additional knowledge and experience than requested in the function profile for the current Assignment;

The extent to which the candidate possesses the requested knowledge and experience and independence, and this is concretely described and demonstrated;

The extent to which the candidate's knowledge and experience are suitable for the Assignment;

The extent to which the candidate has relevant, demonstrable work experience;

The extent to which previously executed comparable assignment(s) are similar in complexity, tasks, and responsibilities to the current Assignment; but assesses the overall picture resulting from the answer to the sub-award criterion, taking into account the relevant topics.

The extent to which the experience and/or previously executed comparable assignment(s) are similar to the EUR's organizational environment;

The extent to which the description of the candidate's knowledge and experience is convincing and inspires confidence in a successful fulfillment of the position. This includes, among other things, knowledge and experience (relevant previous assignments with other clients in a similar role), the extent to which and the manner in which the candidate is and remains aware of the necessary knowledge.

• The candidate has independently executed at least 3 projects in the field of IT/organizational changes in the role of Project Leader/Manager.
• The candidate has executed at least 1 project concerning an organization-wide ITSM/ESM transformation.
• The offered candidate possesses at least an HBO (higher professional education) degree. This can be a technical, business administration, legal, or other relevant education.

Project details

maximum €110 per hour.

Erasmus University Rotterdam

The Erasmus University Rotterdam (EUR) is an internationally oriented university with a distinct social orientation in its education and research. The primary task of the EUR is to generate and transfer high-quality knowledge. The EUR, together with its community, tackles complex societal challenges; we formulate solutions for the society of the future. Our mission is therefore to create a positive societal impact. We do this 'the Erasmian way'. More information can be found at http://www.eur.nl.

Background to the hiring need

The EUR is undergoing an organization-wide transformation of its service provision for requests, inquiries, and notifications from students, employees, and external relations. These increasingly span multiple services, faculties, and business processes. The current support for this service provision is fragmented across various service management tools, including Topdesk, Jira, Freshdesk, and Planon, and ticketing systems. This situation arose historically but no longer aligns with the EUR's ambition to organize service provision integrally, user-centrically, and organization-wide.

At the same time, multiple contracts for current systems are expiring, making timely replacement necessary. The EUR is therefore participating in the SURF European tender for Enterprise Service Management (ESM). This offers the opportunity to achieve one future-proof service management solution for the entire university through a joint tender.

The Assignment partly includes the execution of the supplier selection, but the focus is on the preparation and realization of the implementation and adoption of the new Enterprise Service Management platform. This Assignment goes beyond the implementation of a new ticketing system. An organization-wide transformation of the EUR's service provision will take place.

This involves not only replacing multiple applications but also harmonizing processes, establishing governance, and laying the foundation for one integrated service management chain that will support the university's service provision for the next ten years.

Function/Assignment description

The EUR is looking for a Senior Project Manager. As Senior Project Manager, you are responsible for the Enterprise Service Management project. The Project Manager is responsible for realizing a future-proof Enterprise Service Management solution that:

The Project Manager is responsible for (the delivery of), among other things:

Supplier selection

Service management chain design

ESM platform implementation

This project is initiated by the Erasmus Digitalisation & Information Services (EDIS) department. The Senior Project Manager will carry out this assignment together with a multidisciplinary EUR project team and is primarily responsible for the integral coordination, phased steering, and monitoring of progress and coherence; the substantive elaboration is largely assigned to the responsible EUR colleagues.

Function profile

Knowledge and experience

Personal characteristics

• leads to one integrated service management platform for the entire university;
• supports users through one central point of contact;
• enables end-to-end service provision across services and faculties;
• realizes uniform processes and working methods;
• reduces the existing fragmentation of applications;
• complies with governance frameworks;
• is sustainably secured within the line organization.
• Decision-making and contract preparation
• Impact analysis on organization, processes, systems, and governance
• Elaboration of an operating model and governance
• Defined scope of processes and services
• Implementation and adoption plan for all services and faculties
• Phased migration of existing solutions (Topdesk, Freshdesk, ASK, and other service management applications)
• Preparation for the replacement and migration of service management and ticketing functionality currently used within Planon
• Preparation of new management organization and transfer to the line organization
• HBO+/WO work and thinking level
• Minimum 5 years of experience as a project leader or program manager with complex IT and organizational changes
• Demonstrable experience with organization-wide implementations of service management or Enterprise Service Management solutions
• Demonstrable experience with process harmonization and organizational change
• Knowledge of ITIL and service management processes
• Is able to make complex change processes manageable
• Can connect interests and organize decision-making
• Experience with supplier management is a plus
• Excellent communication and writing skills, both in Dutch and English (CEFR C-1).
• Is results-oriented
• Is organizationally and administratively sensitive
• Is analytically strong
• Is connecting and organizes decision-making
• Can handle conflicting interests
• Creates support without losing sight of progress
• Is naturally strong in taking control, even without formal hierarchical authority
• Structures complex change processes into a manageable and executable whole
• Start: 2027-01-26T23:00:00
• Location: Rotterdam Zuid-Holland, NL
• Languages: Dutch