Lead Solution Architect TTS (temporary appointment of 2 years)
On-site in Utrecht
€5k
Jobs in the Netherlands, in English.
39,000+ live jobsIT Servicelevel Manager
On-site in Utrecht·Full-time·Added 2 days ago (last checked 11 Nov)
Nederlandse Spoorwegen
250 open roles
Our summary
- Salary
- €4,357 a month
- Work mode
- On-site, Utrecht
- Contract
- Full-time
- Languages
- Dutch
- Experience
- 7+ years
Skills
This job advert was originally written in Dutch.
Requirements
What we're looking for
- At least 7 years of demonstrable experience with Service Level Management or Service Management within a complex, multi-vendor IT environment.
- Practical experience with ServiceNow, including daily use, configuring service levels, and building reports. Experience with Platform Analytics is a must.
- Strong knowledge of ITIL v3 or v4 and experience with managing SLAs and OLAs.
- Strong analytical skills: you translate data into concrete actions, improvement plans, and clear management information.
- Experience with Agile and DevOps ways of working, management of IT contracts, and sufficient technical basic knowledge to switch between IT and business.
- Excellent communication and stakeholder management skills and a good command of Dutch and English.
- HBO or WO working and thinking level. Experience with operational 24/7 services and escalation management is a plus.
An ITIL Foundation certification or higher is desired. Also, a ServiceNow Certified Implementation Specialist certification in Performance Analytics, or demonstrable experience with dashboards, KPIs, and visualizations within ServiceNow Platform Analytics, is a clear plus.
At NS, we work with three behavioral characteristics: speaking up, courage, and readiness to change. For this position, the emphasis lies on readiness to change. You work in an environment in which Service Level Management is being further professionalized and responsibilities, processes, and collaboration are in development. You bring structure to this, learn from data and practical experience, and adapt your approach when the situation demands it. In doing so, you help Product Owners, suppliers, and other stakeholders to actually and sustainably apply improvements and new ways of working. During the selection procedure, an assessment focused on Learning Agility may be part of the process.
Pay & benefits
What you'll get
- A salary of €4,488 to €7,515 gross per month (scale 61) (based on 36 hours - grading is based on work experience).
- A 36-hour work week.
- 144 hours of statutory leave (based on full-time employment) + extra leave depending on age (at least one week).
- The possibility to exchange 3 Christian holidays for 3 non-Christian holidays.
- 3% end-of-year bonus, 8% holiday allowance and an excellent pension scheme.
- Your train travel in 2nd class is free; travel in 1st class is possible with a small personal contribution.
- Your family travels for free during off-peak hours.
- Discount on European train travel once you have worked at NS for 1 year.
- Professional development opportunities
- A choice plan including, among others, a bicycle plan, extra pension accrual, or extra vacation days.
The role
- You make the performance of business-critical IT services insightful and contribute directly to reliable systems for travelers and operations.
- You translate data from, among others, ServiceNow, Datadog, and Genesys into concrete improvement actions and tactical and strategic management information.
- You help Product Owners gain control over service levels and contribute to the further professionalization of Service Level Management within NS.
"You turn service performance into concrete insights that allow teams and suppliers to improve with purpose."
As an IT Servicelevel Manager, you ensure that IT services are not only delivered but also demonstrably perform. You are the connecting link between users, suppliers, Product Owners, and other internal stakeholders. Thanks to your analytical ability and experience with Service Level Management, you are of invaluable value in:
What you'll do
- Developing, formalizing, and setting up the governance, KPIs, and reports that are established in supplier contracts.
- Monitoring and analyzing service performance and trends based on data from ServiceNow and other sources, such as Datadog and Genesys.
- Testing service level reports against contractual agreements and monitoring and prioritizing KPIs.
- Advising Product Owners, Product Managers, and IT Leads on the Service Level Management process and appropriate improvement measures.
- Translating operational performance into tactical and strategic reports, decision-making, and concrete improvement plans.
- Making dashboards available and maintaining them, and proposing ways to further optimize monitoring and reporting.
- Guiding new suppliers during their onboarding and contributing to best practices and knowledge development within the field.
This is what you will do as an IT Servicelevel Manager
Our organization is constantly in motion. Therefore, we are looking for an IT Servicelevel Manager who not only possesses a solid foundation of knowledge and skills but also learns quickly, adapts easily to new situations, and takes pleasure in further developing processes and collaboration.
These are the employment conditions
Working at NS means that you can make *the* difference in the dynamic world of sustainable mobility. You help keep the Netherlands accessible, for everyone. At NS, you get a lot of freedom. The possibilities to develop yourself are great. We promise you that no day is the same. And as one of the most beautiful employers in the Netherlands, we have even more to offer. For this position, including:
Apply for this job
- Want to know more? View our employment conditions and collective labor agreement (CAO).
Hiring process
Candidates apply via the application button, receive an automatic confirmation within minutes, and the employer responds within two weeks 1 step
Hiring process
Apply directly via the application button. Within a few minutes, you will receive an automatic application confirmation; we will respond to your application within 2 weeks.
You can address your application to Maaike van der Linden, corporate recruiter.
Email our front office via: recruitment@ns.nl. Would you prefer to contact us by telephone? Then call our front office at 088 671 36 66.
About Nederlandse Spoorwegen
- Industry
- Railways
In their own words
About the company & team
NS is increasingly taking control of IT services itself and professionalizing ITIL processes. Within the agile way of working, Product Owners are responsible for their products and the associated service levels. You help them to gain control over the quality and performance of the services.
Together with the System Integrator, suppliers, and internal stakeholders, you ensure insight, improvement, and assurance. You work in an environment where operational execution and strategic development come together, thereby making a visible contribution to a stable and future-proof IT environment for millions of travelers.
At NS, we find diversity and inclusion important; it makes collaboration more fun and the result is often better. What your background or life philosophy is does not matter: we are primarily curious about your vision for the position of IT Servicelevel Manager.
Additional information
- A background check, including a VOG (Certificate of Conduct), is part of the application procedure. Please also consider the signing of an integrity statement and a non-disclosure agreement.
- We believe it is important that everyone who works with us feels at home. You can see this in everything we do, and therefore also in our hiring policy. Read more here.
- With this vacancy, we want to recruit our new colleague ourselves. This is therefore NOT a call for recruitment agencies. This position cannot be filled on an interim basis. For that, please view our hiring page.
More jobs like this
or browse IT support·Mid-level·Railways
€5k - €6k
€6k - €9k
€6k - €8k
Up to €5k
€3k - €4k
€4k - €7k
