Manager IT Operations & Service Management

What you will do as Manager IT Operations & Service Management

You will lead the unified IT Operations & Service Management unit within Enterprise IT & Services. The role is accountable for reliable, secure and business-aligned core IT service delivery across Haskoning, combining operational oversight of outsourced services with strong ITIL-based service management, project delivery and continuous improvement. You act as the tactical lead for TCS-delivered IT operations and ensure clear end-to-end accountability across Service Desk, end-user services, infrastructure, cloud, network and software development support foundations.

• Lead the IT Operations & Service Management unit and provide direction to IT service owners/leads, IT business partners, IT project managers, resident engineers and software development support specialists.
• Own and mature the ITIL service management practices for core IT services, including incident, service request, problem, change, knowledge, asset, configuration, service catalogue, capacity & performance and service continuity management.
• Oversee outsourced operational delivery, primarily with TCS, through tactical service governance, performance reviews, escalation management, service improvement plans and clear interfaces with operational service leads.
• Ensure stable end-to-end delivery of core IT services, including Service Desk, desktop engineering/end-user computing, infrastructure, cloud, network operations and development tooling foundations.
• Manage IT project delivery capacity within the unit and ensure operational changes, lifecycle projects and service transitions are executed in line with architecture, security, compliance and business requirements.

Scope and mandate

The manager is expected to:

• operate at tactical-management level across the full core IT operations and service management scope;
• coordinate multiple service domains and internal roles rather than only managing day-to-day technical operations;
• act as the primary tactical counterpart for the TCS Engagement/Relationship and Service Management leads;
• translate Enterprise IT & Services strategy into operational priorities, measurable service outcomes and continuous improvement;
• ensure consistent service governance and objective performance reporting across regions, outsourced teams and internal stakeholders.

Where you will work

At Haskoning, you will join an independent, employee-owned international consultancy that combines engineering, design, and consultancy services with software and technology. Our mission, "Enhancing Society Together," drives us to create a positive impact on the world.

We offer purpose-driven and challenging work in diverse international projects, leveraging our 140+ years of expertise. With over 6,800 employees in more than 25 countries, we work together to turn challenges into opportunities and make a real impact on society. We collaborate with leading clients in markets such as infrastructure, climate resilience, renewable energy, decarbonisation of industry, and sustainable mobility.

As Manager IT Operations & Service Management, you will become part of Enterprise IT & Services, part of Digital & Workplace Solutions (DWS). Enterprise IT & Services is responsible for the internal technology services that enable Haskoning employees globally. The IT Operations & Service Management unit combines core IT operations and ITIL service management responsibilities into one department to strengthen service quality, user satisfaction and accountability.

What you bring

You are a strong people and service leader who can bring structure, accountability and pace in a changing organisation. You combine hands-on understanding of IT operations with the ability to manage outsourced delivery, influence senior st