[Permanent] ITSM Lead

Join Our Team as an IT Service Management Lead

The Role

We are currently looking for an IT Service Management (ITSM) Lead to support one of our key clients in the logistics industry.

As ITSM Lead, you will be responsible for establishing and running new internal and external support functions, ensuring a world-class support experience for customers, partners, and internal stakeholders. Working closely with an ITSM Implementation Consultant (who will set up our new Zendesk platform integrated with JIRA, CRM, and billing systems), you will take operational accountability for day-to-day service delivery, incident management, and continuous improvement of the ITSM function. This is both a hands-on and management role: you will manage tickets, resolve issues, and engage directly with customers, while also shaping service processes, reporting, SLAs, and operational practices. You will initially work with one IT Operations Engineer, with scope for the team to grow as the organisation scales.

Key Responsibilities

• ITSM Leadership & Operations:

  • Own and operate the IT Service Management function for both internal and external customers.
  • Manage end-to-end service operations including incident, request, problem, change, access, and knowledge management.
  • Serve as the operational escalation point for support queries, ensuring timely and high-quality resolution.

• Customer Service & Ticket Management:

  • Actively handle incoming tickets, calls, and service requests.
  • Triage, resolve, and escalate issues as appropriate.
  • Ensure excellent customer experience and clear, timely communication with users.

• Process & Tooling Management:

  • Manage and optimise Zendesk as the primary ITSM platform, integrated with JIRA and CRM.
  • Maintain and evolve workflows, automations, and reporting dashboards.
  • Ensure service processes align with ITIL/ITSM best practices.

• Reporting, RCA & Continuous Improvement:

  • Establish and manage operational reporting and analytics for service KPIs and SLAs.
  • Conduct root cause analysis (RCA) for incidents and major problems, ensuring lessons learned are actioned.
  • Drive service maturity through incremental improvements in process, tooling, and team performance.

• Business Continuity & Incident Response:

  • Play a key role in BCM and major incident response processes.
  • Ensure robust communication and coordination during high-impact incidents. Maintain service resilience and recovery readiness.

• Stakeholder Engagement:

  • Work closely with IT, security, product, engineering, and business teams to align service delivery with business objectives.
  • Ensure customer feedback loops are built into service improvement plans.

Job Requirements

• Minimum 5 years of experience managing or leading ITSM functions.
• Proven track record operating in a SaaS or technology company environment.
• Deep hands-on knowledge of Zendesk or similar ITSM platforms (configuration, administration, and optimisation).
• Good understanding of service integration with CRM (e.g. Salesforce, HubSpot) and development platforms such as Jira.
• Understanding of ITIL principles, with hands-on experience implementing or operating core ITSM processes.
• Experience creating service reports, dashboards, and trend analyses.
• Familiarity with operational security, access management, and compliance considerations.
• Strong communication skills and customer service orientation.
• Proven analytical and problem-solving skills, including RCA and service reporting.
• Experience working in a fast-paced, scaling environment.
• Fluent English (spoken and written); Dutch is a plus.

This position offers a unique chance to shape a global industry, with benefits such as a competitive salary, annual bonus, 33 vacation days, personal development budget, flexible hybrid work, and well-being support.

Please note that candidates must already be eligible to work in the Netherlands, as visa or relocation assistance is not provided.