Incident, Problem & Change Manager – Team Coordinator

• Solvinity offers you a challenging position in an environment where security and continuity are non-negotiable. This gives your work weight and variety: no two days are the same in the SCR.

• Salary from € 4,500 to € 6,200 gross per month (based on full-time), matching your experience

• Hybrid working: approximately two days per week in the office in Amersfoort, the rest from home

• Training budget for certifications and other relevant training

• Good pension scheme and full travel expense reimbursement

• 80% employer pension contribution

• 26 vacation days, with the possibility of expansion

• Vitality allowance of up to €300 per year.

As an Incident, Problem & Change Manager at Solvinity, you are the linchpin of the Service Control Room. You monitor the quality of our ITSM processes, coordinate incidents and changes for clients such as the Ministry of Justice and Security, the Police, and ING. Additionally, you hold the role of working Team Coordinator. You participate in the work, coach employees, and maintain oversight while bringing calm and direction to one of the most secure IT environments in the Netherlands.

Your day begins with the stand-up, which you will lead. beforehand, you will have reviewed the current workload in ServiceNow, the open tickets, and the SLA risks. You determine what has priority and who picks up what. After that, you simply participate.

This is how your role is structured. About 60 to 70 percent of your time, you actively work within the Service Control Room (SCR). You register, classify, and prioritize incidents. You coordinate the handling of P1 and P2 incidents: you monitor communication, ensure the right teams are involved, and track the timeline. You evaluate Request for Changes for impact and risk, monitor execution, and ensure that lessons learned are incorporated into the change process. In this way, you work structurally on the stability and quality of the IT services.

The remaining 30 to 40 percent of your time, you hold the role of working Team Coordinator. You monitor the quality of ticket registration, categorization, and customer communication in ServiceNow. You monitor SLA and OLA agreements, address colleagues where necessary, and identify opportunities for improvement in processes and tooling. You work closely with technical resolution teams, Service Managers, Process Management, and ServiceNow administration. You analyze incidents and problems and identify trends that form the basis for proposing changes.

You are the first operational point of contact for a diverse team of eight professionals. Colleagues come to you with priority questions, escalations, and substantive support. You do not solve everything yourself—you help colleagues to take ownership and reach the right solution. You also know how to proactively coach colleagues on these topics.

One thing is important to understand: the SCR is not a service desk. Solving technical problems is the task of the engineers acting in resolver groups. You ensure that the ITSM processes are correct, that communication is timely and handled in the right manner, and that everyone knows what is expected of them. This also requires (pro)active expectation management—towards your team, towards the rest of the organization, and towards customers.

The SCR is still under construction. There is still room for improvement in how the SCR is positioned internally and externally. You are the one who, together with the team, makes that concrete. This requires implementation power: not just coming up with plans, but actually executing and evaluating them.

What you will concretely do:

• Registering, classifying, prioritizing, and following up on incidents, problems, and changes in ServiceNow

• Actively monitoring and guiding P1 and P2 incidents, including stakeholder communication

• Assessing RFCs for impact and risk, and advising on implementation

• Identifying SLA and OLA risks and escalating in a timely manner

• Leading daily stand-ups and monitoring team agreements

You are not a classic manager and not a pure process specialist either. You are the working foreman who, with sound ITSM knowledge, maintains oversight without getting lost in details. You are patient, but you also dare to address/coach. You observe, make a plan, and actually execute it.

You know how to translate dashboard information from ServiceNow into concrete actions. You keep a cool head when it gets busy. And you understand that you only truly add value when you understand what is actually happening on the work floor and know how to translate that into structural improvements.

A background in an MSP environment or a regulated environment is a plus. We are looking for someone with energy and drive—someone who loves to roll up their sleeves and who brings calm and clarity to a dynamic operation that has not yet reached the desired maturity level.