IT Service Manager SOC

• Maintain relationships with internal clients and stakeholders and act as an escalation point for major incidents or when operational follow-up is needed.
• Chair operational meetings with the SOC supplier and participate in Service Level Meetings (SLM).
• Support the onboarding of new SOC employees from the supplier.
• Realize and improve SOC service descriptions and maintain service documentation.
• Conduct annual reviews of SLAs and DAPs and manage SLA and KPI performance of SOC services.
• Initiate and coordinate improvement proposals with internal stakeholders, suppliers, and contract management, and contribute to increasing the maturity level of service delivery.
• Ensure continuity towards the supplier, including recovery procedures, playbooks, and Business Continuity Management.
• Analyze incidents, monitor the follow-up of Root Cause Analyses (RCAs), and associated improvement actions.
• Evaluate supplier change proposals and participate in CABs to determine the impact on SOC services.
• Prepare reports on SOC services, such as KPI reports and management reports.

What they ask

• HBO (higher professional education) work and thinking level.
• 3 to 5 years of experience in the role of IT Service Manager or a similar position.
• Experience with Agile, SAFe, DevOps, and ITIL, preferably supplemented with certifications.
• Broad (theoretical) knowledge of and insight into the ICT landscape of government organizations and the market.
• Experience with drafting and managing Service Level Agreements and Dossier Agreements and Procedures (DAP) and applying ITIL processes.
• Experience with supplier management.
• Well-developed collaboration and coordinating skills, with self-reflection and communication central to complex issues and changes.
• Affinity with security operations or SOC services is a plus.

• Customer-oriented: actively listen to the needs of clients and act accordingly.
• Strong analytical skills: able to simplify complex matters and be well-organized.
• Administrative sensitivity: aware of the political and administrative sensitivity within a government organization and act carefully to identify conflicting interests, seize opportunities, and manage political risks.
• Communicatively skilled: easily communicate at different levels within the organization, with enthusiasm and authority to involve others in your findings.
• Persuasiveness: substantiate your position with clear arguments, tailor your communication to the target audience, and effectively persuade others, even with fundamental differences of opinion.

• A positive VOG (Certificate of Conduct) is required.
• References may be requested as part of the application process, always in consultation.
• The organization is continuously developing, improving its way of collaborating, and structuring itself to be more future-proof. The position of teams within the organization may change. You are applying to an organization that is continuously professionalizing and where your expertise remains essential.