IT Infrastructure Services Manager

IT Infrastructure Services Manager   In this role, you will be responsible for governing and improving our IT Service Management framework across Europe. You will own our ITSM platform (Xurrent), drive ITIL process maturity, and ensure services are delivered in line with agreed standards and business expectations. Working closely with IT teams, business stakeholders, and external partners, you will help shape and improve service delivery across the organization.
Your key responsibilities are:
Own and continuously improve ITIL processes, including Incident, Change, Problem, Asset, and Service Level Management
Act as the functional owner of the Xurrent ITSM platform, ensuring it supports business needs and governance standards
Monitor service performance through SLAs, KPIs, and reporting, driving continuous improvement initiatives
Support and coordinate IT service delivery activities across Europe
Lead major incident management and contribute to service quality improvements
Support the introduction of new services into operations and ensure alignment with ITSM processes
Promote ITSM best practices and provide guidance and training to IT teams and stakeholders
Support ITGC and SOX compliance requirements through well-governed ITSM processes

About you:

We are looking for a proactive professional who combines strong service management expertise with excellent stakeholder skills. Ideally, you bring:
A Bachelor's degree in IT, Information Systems, or a related field, or equivalent experience
At least 5 years of experience in IT Service Management, Service Delivery Management, or a similar role
Strong knowledge of ITIL processes and best practices

Experience with Xurrent (preferred) or a comparable ITSM platform
Strong analytical, problem-solving, and communication skills
The ability to build relationships and work effectively with stakeholders across different countries and cultures
A proactive mindset and a passion for continuous improvement
What we offer you.
At Refresco, we believe that your work should be rewarding, both professionally and personally. That’s why we offer you:
Competitive pay with eligibility for an annual bonus
No personal pension contribution - your pension is fully paid by Refresco
28 days of holiday (based on full-time employment) to recharge and enjoy your time off
Continuous opportunities to develop yourself, with access to tailored courses, interactive e-learnings,
Free access to Open Up for you and your family members, supporting mental well-being and personal development
A modern office nearby the vibrant city of Rotterdam
Fun and connection through regular events organized by our enthusiastic Fun Committee
Opportunities for professional development and training to help you grow in your career
An NS Business Card or commuting allowance, making your journey to the office more convenient
Memorable moments together, from our weekly shared Thursday lunches to annual events like Wellbeing Week, the Christmas dinner, and our Holding trip.
A culture shaped by our core values: entrepreneurial, passionate, agile, responsible and excellent.
Important to know:
We are currently unable to offer relocation support for this position. Candidates must be based locally in The Netherlands.