Senior Service Manager - Deadline 23/07/26

• Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices

• Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages

• Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders

• Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned

• Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions

• Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking

• Identify and drive Continual Service Improvement initiatives within the Service Transition domain

• Manage and update ICT process documentation in the internal document management system; ensure documentation currency and quality

• Perform additional tasks within the Service Management function as directed by the Head of Team – Service Management

REQUIRED SKILLS :

Demonstrable hands-on experience with ITIL Service Transition processes (Change, Release & Deployment, Knowledge Management, Service Asset & Configuration Management) in an operational environment — not just theoretical knowledge

Proven track record of engaging and aligning business and technical stakeholders in service transition or project-to-operations handover scenarios

Recent experience authoring process documentation and Knowledge Base Articles in English to production standard, including process flows, SOPs, and operational guides

A minimum of 3 years of experience with Service Management, preferably in the area of Service Transition

A minimum 2 years of experience in a Project Management, Operational Readiness, or IT Operations coordination role

Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs

Knowledge of Service Transition & Operational Readiness:

Ability to assess project readiness for transition using structured criteria (e.g., SACM baseline, documentation completeness, training sign-off)

Knowledge of Change, Release, and Deployment Management practices including standard, normal, and emergency change types

Experience coordinating go-live communications and post-transition stabilisation

Knowledge of Continual Service Improvement: Knowledge of CSI frameworks (PDCA, Seven-Step Improvement), Ability to identify, define, and track CSIs and relevant KPIs with measurable baselines

Experience performing gap analysis and producing improvement plans with prioritised actions

Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English

Experience identifying knowledge gaps and managing a knowledge lifecycle

Certification: ITIL Foundation  (mandatory)

Level : Senior

Delivery mode : Onsite (The Hague, Netherlands)

only EU Citizens