Service Manager

You maintain an overview, take ownership, and make complex issues concrete. You are proactive, result-oriented, and switch easily between different stakeholders and interests.
In addition, you bring the following:

• strong communication skills with which you effectively switch with stakeholders at operational, tactical, and strategic levels (must).
• excellent command of the Dutch and English languages, both spoken and written.
• at least HBO (higher professional education) working and thinking level.
• sound knowledge of and experience with IT Service management. An ITIL certification, preferably ITIL4. Product Owner and/or DevOps certification is a plus.
• experience with Kanban and agile ways of working.
• a demonstrably successful track record as an IT Service Manager (or similar role).
• experience with a corporate tech domain (HR, Finance, etc.) is a plus.

• € 5,230 to € 7,257 gross per month (scale 12).
• A 13th month.
• An NS-Business Card that fully reimburses public transport travel to and from work.
• Possibility for a lease bike.
• You will receive an iPhone from us.
• Bring-Your-Own arrangement where you may spend 450 euros to set up your own (home) workspace.
• Participation in the ABP pension fund.
• 180 vacation hours.

• As an IT Service Manager, you are the connecting link between stakeholders, suppliers, and management teams, ensuring that agreements are met, incidents are resolved, and improvements truly land.
• Within our team, you will receive a great deal of responsibility to translate business needs into concrete improvements and sustainable results for our services.
• You contribute directly to our ambition: bringing Schiphol back to the top 3 of European airports.

As an IT Service Manager, you are the owner of the services within your domain. You monitor quality, availability, and continuity and are the primary point of contact for service performance and improvements. You manage suppliers regarding agreements, KPIs, and SLAs, bring parties together, and keep a sharp eye on risks, compliance, and information security. You apply your talents to:

• securing, optimizing, and renewing service processes and actively contributing to the further professionalization of the department.
• monitoring and improving the quality, availability, and continuity of digital solutions that support employees daily.
• connecting stakeholders, suppliers, and management teams and ensuring that services remain predictable, stable, and manageable, even in an agile environment.
• initiating and realizing simplifications, modernizations, and improvements of service processes, together with suppliers and management teams.
• analyzing incidents, problems, and trends and implementing structural improvements within the services of your domain.
• managing supplier contracts and steering on performance, KPIs, and SLAs, whereby you hold suppliers accountable for achieved results.
• ensuring compliance with IT risk, compliance, and cybersecurity agreements within your domain, including by performing periodic control testing.