As an IT Service & Incident Manager at Eight Lakes Group, you will be responsible for the ITSM/ITIL processes and service levels. You typically work in a very process-oriented way, but you also help others to do so as well. You take the lead in improving these processes. You contribute to the improvement of IT services by reporting on service levels to internal stakeholders and collecting feedback on them. In addition, you write and maintain the IT Product and Services Catalog, in which you provide an overview of the IT services and products within the organization. You are not the leader of the team, but you are comfortable proactively taking charge of a number of specialists and, if necessary, suppliers during major incidents.
You will be part of the IT-team of Eight Lakes, which is a warm and welcoming team. The team is proactive, solution-oriented and technically knowledgeable. The team provides IT support to the group and its subsidiaries in the Netherlands, Belgium, France, Norway, Sweden, Denmark, Taiwan and Canada.
We also welcome candidates without proficiency in Dutch, fluent English is a must-have. The IT Service & Incident Manager is primarily based in Breda (Netherlands), hybrid is possible including working partly in our office in Wommelgem (near Antwerp, Belgium) if desirable.
Tasks and responsibilities
Incident management
You are overall the lead in managing incidents, the resolution and its follow up afterwards
- Managing and coordinating IT incidents according to ITIL processes.
- Monitor the progress of incidents and ensure timely escalation where necessary.
- Documenting incidents, problems and actions taken
- Communicate with end users, internal departments, and suppliers to resolve incidents and manage expectations.
- Analyze incidents to identify trends and prevent recurring problems.
- Propose process improvements based on incident analyses and findings.
- Organize and operate service management tooling
Service management
- Compose and implement service level reports to monitor the performance of IT services.
- Conduct periodic reviews of service levels and identify bottlenecks.
- Compose/draft a Product and Services Catalog, including descriptions of IT services, SLAs, and responsibilities.
- Support management team in defining new services and improving existing ones.
- Support management in aligning its own SLA with SLAs of suppliers
- Communicate the status and changes of IT services to internal stakeholders.
- Provide audit support and ensure compliance with internal and external rules and guidelines.
Expert (Centre of Excellence)
- You are the internal expert on ITSM/ITIL processes
- You provide support, documentation and perhaps internal training to colleagues
Skills and attitudes
- You like to work in a process-oriented way and enjoy helping others to do so as well
- You have a higher professional education (in Dutch: HBO), preferably in IT or a related field
- You have 5 years of experience in a similar roles, such as IT incident manager, IT Service Manager, IT Service Level Manager
- You have demonstrable knowledge of ITSM processes, for example through certification in ITIL
- You are experienced in working with SLAs and reports, experience in drafting SLAs is a nice-to-have
- You are experienced in using service management tools, TopDesk is a nice-to-have
- Your English is at a professional level, Dutch is a nice-to-have
- You don’t mind being on standby for P1 incidents (activation is approx. 1x per year)
What does Eight Lakes offer you?
- An annual contract, so you can discover whether your enthusiasm for this job is completely justified. Still happy with your job? Then we would like to enter into a long-term collaboration.
- The things you need to do your job well. In your case this means: a good laptop, a smartphone and good facilities to work from home.
- A competitive salary, 27 days of vacation, travel expenses and we regularly organize fun activities for our employees.
- A nice pension with Zwitser Leven that is 66.67% paid by us!
Interested in this job?
Do you have any questions about this vacancy, or would you like to apply? Please contact HR at recruiter@8-lakes.com.
Acquisition in response to this vacancy is not appreciated
