Senior Service Manager - Deadline

Responsibilities

• Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices
• Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages
• Proactively identify transition risks, scope gaps, and timeline constraints; elevate and track resolution with relevant stakeholders
• Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned
• Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions
• Support Incident and Problem Management process activities, contributing to root‑cause analysis documentation and improvement tracking
• Identify and drive Continual Service Improvement initiatives within the Service Transition domain
• Manage and update ICT process documentation in the internal document management system; ensure documentation currency and quality
• Perform additional tasks within the Service Management function as directed by the Head of Team – Service Management

• Demonstrable hands‑on experience with ITIL Service Transition processes (Change, Release & Deployment, Knowledge Management, Service Asset & Configuration Management) in an operational environment — not just theoretical knowledge
• Proven track record of engaging and aligning business and technical stakeholders in service transition or project‑to‑operations handover scenarios
• Recent experience authoring process documentation and Knowledge Base Articles in English to production standard, including process flows, SOPs, and operational guides
• A minimum of 3 years of experience with Service Management, preferably in the area of Service Transition
• A minimum 2 years of experience in a Project Management, Operational Readiness, or IT Operations coordination role
• Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs
• Knowledge of Service Transition & Operational Readiness:
• Ability to assess project readiness for transition using structured criteria (e.g., SACM baseline, documentation completeness, training sign‑off)
• Knowledge of Change, Release, and Deployment Management practices including standard, normal, and emergency change types
• Experience coordinating go‑live communications and post‑transition stabilisation
• Knowledge of Continual Service Improvement:
  Knowledge of CSI frameworks (PDCA, Seven‑Step Improvement), Ability to identify, define, and track CSIs and relevant KPIs with measurable baselines
• Experience performing gap analysis and producing improvement plans with prioritised actions
• Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English
• Experience identifying knowledge gaps and managing a knowledge lifecycle
• Certification: ITIL Foundation (mandatory)

Level :
Senior

Delivery mode :
Onsite (The Hague, Netherlands)

only EU Citizens