We are seeking a skilled Freelance Project Manager (PM) (m/v/x) to oversee the insourcing of the IT Helpdesk operations from one of our clients. This role requires strong project management expertise, IT support knowledge, and the ability to work independently while collaborating with various stakeholders. The PM will lead the transition process, manage project timelines, and ensure successful integration of the IT Helpdesk functions within our organization.

Responsibilities

• Process Evaluation and Documentation: Evaluate current IT processes, document workflows, and identify areas for improvement to facilitate the transition from the external provider to our company.
• Communication Management: Drive self-directed communication with stakeholders at all levels across the organization to ensure alignment and understanding of the insourcing project.
• Operating Model Understanding: Quickly grasp our current and future operating models to provide support during the transition process, serving as both a consultant and hands-on resource.
• Project Planning and Management: Lead project planning, management, and tracking to ensure the insourcing transition stays on target and within established timelines.
• Progress Reporting: Regularly report on project progress, risks, and overall success to Workstream and Program Leads.
• Comprehensive Insourcing Plan: Develop a comprehensive plan for insourcing the MyService Desk and Onsite Support functions, including vendor management, knowledge transfer, and resource allocation.
• Team Management: Oversee the recruitment, onboarding, and training of new service desk and onsite support personnel.
• IT Service Desk Operations: Possess a thorough understanding of IT service desk operations, including incident, problem, change, configuration, and performance management processes (ITIL framework preferred).
• Workflow Optimization: Analyze and optimize service desk workflows and procedures to improve efficiency and effectiveness.
• Technology Solutions Implementation: Identify and implement appropriate technology solutions to support the in-house service desk, considering minimal investments until a replacement tool is procured in ⚠.

Profile

• IT Support Knowledge: Ability to act as a consultant across the transition with in-depth understanding of IT support processes.
• Independence and Teamwork: Ability to work independently while also collaborating effectively within a team.
• Flexibility: Willingness to take on multiple roles, from project leadership to hands-on tasks like documentation and knowledge base creation.
• Insourcing Experience: Previous experience in insourcing, ideally within an IT Service Desk or related field.
• Adaptability: Ability to work under uncertainty and in a fast-paced environment.
• Technology Proficiency: Familiarity with service desk technology solutions such as ticketing systems and knowledge base platforms.
• Note: Candidates must be available for remote work with occasional travel within Europe, and should possess excellent English language skills.
• Professional knowledge of English is required

Offer

• Full-time, immediate start until the end of the year
• Remote working with travel (⚠X/month) in Europe

Interested?

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