Short description

Do you have a passion for IT Service Management (ITSM) in a diverse and international environment? Are you constantly challenging yourself and others to deliver highest IT performance at best user experience? Are you also looking to be part of a company that serves a good purpose, please keep reading. 


Being internally recognized as the Global Process Owner of Service Management in our 24/7 worldwide operations, you will be responsible for refining and governing main parts of the Global IT Service Management process framework. To continue driving the success of our digital transformation journey, we are looking for a seasoned ITSM professional to join our Service Management team in Amersfoort headquarter office. 

Short description

What we ask

To succeed in this role, ITSM knowledge and skills are preferred:  


  • Practical and solid experience with ITIL processes 

  • ITIL v4 certification 

  • Proven ability to work collaboratively & influence others in a cross-functional, multi-application, multi-service provider environment 

  • Team player, works effectively and communicates well with all levels of organization (business and IT); is able to work effectively in a virtual environment 

  • Excellent problem analysis and decision making skills  

  • Self-driven, detail oriented, strives for excellence 

  • Able to deal with conflict and ambiguity effectively 

What we offer

  • A team of talented and passionate IT service management enthusiasts as sparring partners  

  • Competitive salary and benefits  

  • Flexibility at work (yes you can work from home too)  

  • 25 days holidays plus 1 extra free day of every four working weeks  

  • Cross disciplinary career growth  

  • Learning opportunities (on job training, conferences, training certifications when they add value to your professional growth)  

  • Free cheese and milk at lunch  


Vacancy description

Your role in the team  


As Senior IT Service Management professional, you ensure consistent and industry standard process definitions fully aligned and implemented across the partner ecosystem. While accountability on IT performance remains with the delivery partners you will govern operational excellence for the processes in scope, continuously engage stakeholders and optimize were needed. This responsibility includes monitoring and reporting of delivery performance across the teams towards end2end services. You explore new opportunities, orchestrate root-cause-analysis and engage with partners driving a proactive and preventive service management to improve stability and increase user experience. 


Your main responsibilities involves the following aspects 


  • Design and own end-to-end ITIL processes including current state optimization and future state automation potential 

  • Demonstrate subject matter expertise in the process area with the ability to support multiple IT partners concurrently 

  • Develop and manage the strategic roadmap with key initiatives for the improvement of the process 

  • Oversee overall performance and results of the process, identifies and manages critical process success factors and continuously improves Service Quality (measured through KPI improvements) based on Lean and agility 

  • Develop process reporting and progress to peers and leadership 

  • Analyze current state of the processes and creates action plans to improve maturity levels 

  • Adopt best practices, strategies, techniques, and methodologies with a user-centric approach 

  • Create and ensure evergreen of Global Process Framework and related documentation 

  • Conduct process trainings and refreshers to business and IT stakeholders 

  • Support the development, testing, improvement, operational delivery, and governance of ITSM processes and tools 

  • Drive implementation of standard execution of the process as well as continuous improvements of the process across IT and business partners 

  • Measure periodically the health and performance of the process, and conducts audits to ensure data integrity 

  • Lead process integration efforts with other ITSM processes 

  • Assess risks and dependencies of process changes 


Our team of Global Process Owners defines and governs the ITSM process framework according to best industry practices aligned to FrieslandCampina needs. As Global Process Owner Service Management you will ensure stability, continuity and performance of our core IT services. In close cooperation with service leads across multiple IT platforms and outsourcing partners you will align and implement these processes into a consistent way of working, enabling operational excellence across the partner ecosystem. In daily operations you will be supported by a team of service management experts, based in the Netherlands and Malaysia, who monitor operational delivery performance in relation to customer satisfaction as our main driver. ServiceNow is used as service management platform managed by a team of developers and UX experts to continuously optimize and sustain the quality of delivery.  

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JOB-ID: 40246 | Senior IT Service Management Specialist, Netherlands
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