About this role
IT Service Manager The Hague Als IT Service Manager bij NN richt en beheer je IT-ketens voor meerdere afdelingen: ITIL-processen, SLA's en ITGC, 2e-lijns incidentcoördinatie, ketenmanagement, LCM/assessments, technisch beheer en procesverbetering voor veilige, compliant dienstverlening (o.a. DORA). Direct solliciteren Neem contact op Automatisch verbeterd voor betere leesbaarheid ✨ AI-Enhanced IT Service Manager Role purpose Own and improve end-to-end IT service delivery to ensure reliable, secure, and customer-focused outcomes. Lead service management practices, coordinate stakeholders, and drive continual service improvement aligned to business goals. Core responsibilities - Manage IT service operations across incident, request, problem, change, and service level management. - Define, monitor, and report on SLAs, KPIs, and service performance; lead remediation plans. - Oversee major incident management, communications, root cause analysis, and post-incident reviews. - Drive problem management to reduce recurring issues and improve platform stability. - Coordinate change management to reduce risk and ensure controlled releases. - Maintain the service catalog, service documentation, and operational runbooks. - Partner with vendors and internal teams to ensure service quality, compliance, and cost effectiveness. - Lead continual service improvement initiatives using data, user feedback, and best practices. Required skills and qualifications - Strong knowledge of ITSM frameworks (e.g., ITIL ) and service lifecycle management. - Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and reporting/analytics. - Proven stakeholder management, communication, and escalation handling. - Ability to lead cross-functional teams, prioritize work, and manage competing demands. - Understanding of IT operations, infrastructure, applications, and basic security/compliance needs. Wil je zorgen voor een goede beheersing van d...