Service Manager (Intermediate Level) - 07/08/26

• Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT

• Monitor and coordinate Incident & Problem handling within ICT Operations

• Deliver communication and coordination procedures for major incident handling

• Initiate root cause analysis and resolution. Create appropriate Knowledge Articles

• Maintain internal ICT lines of communication and document business expectations

• Identify areas for improvement and facilitate efficient handling of Incidents and Problems

• Perform any other tasks in the area of competence as assigned by the line management

• Identify, design and deliver reporting. Will include analysis of data, advising on follow up actions and tracking of improvement plans.

• Contribute to Asset Management process activities and improvements. Providing administrative support and reporting to Asset Management function.

SKILLS AND TECHNOLOGIES:

At least 5 years of IT experience

Demonstrable experience with ITIL processes (e.g. Incident, Problem, Request Management)

Demonstrable experience with Stakeholder Engagement or Business Relationship Management

Recent experiences in technical or process document writing

A minimum of 1 year of experience with Incident or Problem Management

A minimum of 1 year of experience with Asset Management or ICT Service Design

Demonstrable experience with Service Level Management or Service Level Reporting

Knowledge of Continuous Service Improvement Planning or Service Transition coordination

Knowledge of ITIL Service Management at foundation level for Incident or Problem Management or ITIL Service Operation

Knowledge of Service Level Management or Service Level Reporting

Level : Intermediate

Deadline 07/08/26

Delivery mode: Onsite (The Hague, Netherlands)