ITIL process manager

As an ITIL process manager/ITSM Specialist, you will contribute to building future-proof IT service delivery. You will use your ITIL expertise and connecting and analytical skills to successfully implement organization-wide ITIL processes, thereby achieving more uniformity, transparency, and collaboration within an educational institution. You will also make an important contribution to strengthening digital resilience and robustness as part of an information security program.

What you will do.

• Design, implement, and further develop organization-wide ITIL processes, such as Incident Management, Change Management, Problem Management.
• Draft, document, and manage process descriptions, work instructions, guidelines, and standards.
• Monitor compliance with agreed ITIL processes and initiate improvement measures where necessary.
• Coordinate with various teams and departments to achieve uniform working methods and promote cross-process collaboration.
• Monitor, analyze, and report on process performance using KPIs and management information.
• Identify bottlenecks within existing processes and guide improvement trajectories.
• Advise management and stakeholders on process optimization, governance, and service delivery.

What they ask

• Several years of experience with ITIL processes and implementations.
• Experience with setting up IT service management processes.
• Experience with setting up roles, responsibilities, RACI models, and escalation lines within decentralized teams.
• Knowledge of Topdesk or similar tooling.
• Works practically and knows how to bring people, processes, and goals together to achieve lasting changes.
• Skilled in guiding improvement trajectories, creating support, and dealing with resistance.