Context
Our client, a major European electricity transmission system operator, is undertaking a transformation of its digital infrastructure service management model. Over time, the service landscape has evolved organically, resulting in inconsistent practices across teams. This has led to challenges in efficiency, scalability, and consistency. The goal is to implement a standardized service management operating model to streamline operations and improve service delivery.
This transformation is driven by operational challenges, including the need for transparent service management to keep pace with rapidly evolving technologies and user expectations. A key focus will be on clearly defined roles and responsibilities, particularly for onboarding service users, and establishing standardized portfolio and project management processes.
Role & responsibilities
The assignment focuses on Portfolio and Project Management within the broader operating model of the digital infrastructure department.
1. Define the Target State
- Conduct Get2Know sessions and interviews with internal process experts
- Present process scope and state-of-the-art practices
- Conduct a maturity survey (based on a maturity matrix)
- Facilitate Workshop 1 “Target Maturity” to consolidate survey results and align perspectives
- Facilitate Workshop 2 “To-Be” to review ideal subprocesses (Level 2)
- Present subprocesses for leadership review and validation
- Deliver final presentation of ideal processes
2. Conduct As-Is Analysis
- Document current processes through expert interviews and documentation review
- Facilitate Workshop 3 “As-Is” to validate existing processes and subprocesses
- Assess maturity level
- Identify strengths, pain points, and associated risks
- Conduct leadership information session on as-is processes
3. Perform GAP Analysis and Define Roadmap
- Identify and describe gaps
- Develop a detailed action plan including:
- Activities to address each gap
- Timeline and planning
- Organizational impact for implementation and operation
- Resource implications
- Identify quick wins
- Facilitate Workshop 4 “Roadmap” to finalize gap analysis, prioritization, and approach
- Present conclusions to leadership
Profile
- Excellent command of English; knowledge of Dutch and/or French is a plus
- Expertise in IT Portfolio and Project Management
- Strong background in IT Service Management
- Familiarity with IT processes related to Governance, Requirements and Demand Management, and Service Implementation
- Experience in IT infrastructure environments
- Proficiency in analyzing and defining IT processes
- Experience in Organizational Development, particularly in turnaround contexts
- Ability to work independently and collaboratively
- Strong customer orientation
- Analytical mindset with a track record of driving continuous improvement
- Curiosity and a willingness to learn, with the ability to propose creative and innovative solutions
- Critical thinking and the confidence to challenge existing practices
- Ability to navigate complex stakeholder environments
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