About this role
- Life at Vanderlande - Service Desk Capability and Incident Manager Apply for this job - URL copied Job area Life Cycle Services Location Veghel, Netherlands.
Contract type Full time Apply for this job - URL copied The Service Desk Capability and Incident Manager is responsible for the continuous development and optimization of the Global Support Center (GSC) within the Airports domain. The role drives capability management, service and process improvements, tooling enhancements, and operational excellence across the support organization. In addition, the position serves as the designated Major Incident Manager for critical customer-impacting events, ensuring effective coordination, communication, and service restoration during disruptions to airport operations.
The role acts as a key link between Global Support Center operations, Service Delivery Managers, Experts, Product Development, and customers to ensure a reliable, scalable, and continuously improving support organization. Key Responsibilities Capability Management Define and maintain the capability roadmap for the Global Support Center. Identify capability gaps across people, processes, tools, and organizational governance. Drive capability maturity improvements through structured development programs.
Develop standards, best practices, and operational frameworks for support teams. Support competency development, training initiatives, and knowledge management. Service Improvements Lead Continual Service Improvement (CSI) initiatives across global support services. Analyse operational performance, incident trends, and customer feedback to identify improvement opportunities. Facilitate improvement workshops and drive implementation of improvement actions. Establish, track, and report on service improvement objectives and benefits realization. Ensure lessons learned are incorporated into operational processes and standards.
Tool & Automati...