Job Title: Service Management Lead
Experience: 12+ Years
Reporting to: Service Delivery Manager
Location: Netherlands (Utrecht / Amsterdam)
Language: Dutch (Mandatory)
Department/Practice: IT IS
Job Purpose and primary objectives: Manage, plan, and drive the overall ITSM Landscape
and leads the Service Management Office.

Key responsibilities

 Lead the ITSM practice within a structured
process framework according to latest ITIL
practice and organizational needs.
 Ensure the SLAs adherence by all team
members.
 Responsible for correct functioning of all ITSM
Processes in scope.
 Responsible for ensuring the overall success of
a service management program. This can
include everything from team management to
process improvement.
 Perform monthly validation of SLA compliance
reports and submit it to Management.
 To drive ITSM processes to deliver capabilities
in fulfilling day-to-day technology operation
demands from stakeholders.
 Ensure good & regular communication from the
Service Management Office to Customer
Service Desk in case of any disruptions.
 Manage automation and continuous service
improvement projects for technology
operations which include planning, scheduling,
coordinating, and providing solution for the
projects.
 Maintain and ensure that ITSM process
documentation and standard operational
procedures are aligned with responsible teams.
 Accountable for overall process efficiency and
effectiveness of ITSM process

Key Skills/Knowledge: Must have Skills:

 Strong knowledge on IT Service Management
processes and ITIL 4 Foundation certified.
 Experience in Public Sector Domains.
 People Management
 Knowledge on at least one ITSM tools is must
(Manage Engine / Service Now / Omni tracker

/TopDesk etc)

Soft Skills  Excellent written& oral communication and

interpersonal skills
 Presentation Skills to Senior Management
 Team Player and ready to work in collaborative
environment.
 Strong analytical and reporting skills
 Team and time management
 Knowledge Sharing Attitude