IT Operations Service Manager

About the role

As our IT Operations Service Manager, you will play a key role in building a reliable, secure, and high‑performing IT landscape at Highberg. Reporting directly to the Head of IT – who has recently joined the organization with the mandate to build a modern, scalable IT function from the ground up – you’ll take ownership of daily operations, service performance, and the continuous improvement of our platforms and processes.

This role is ideal for someone who thrives in an evolving environment. You won’t just keep systems running smoothly; you’ll help define how IT operates as the organization grows. With responsibilities spanning critical business applications and end‑user services, this position offers strong potential to grow into a future operational leadership role within the IT department.

Why Highberg

At Highberg, we turn vision into movement and ambition into reality. We know that real transformation demands more than ideas: it demands people who make them happen. We believe in doing, not just designing. In partnerships built on trust and shared purpose. Our people work as one, combining humanity, strategy, and deep expertise. Because when people and purpose move together, we create change that endures.

We design – then we deliver

We are both the architects and the builders of transformation, making sure plans become reality

Hands-on collaboration

We work side by side with you. Committed and invested, taking ownership from start to finish

Cross European, locally rooted

We combine international scale with strong local presence in The Netherlands and DACH

Culture as a catalyst

Our culture and way of collaborating are unique, creating immediate impact and driving sustainable results

Your main responsibilities at #Highberg

Service Operations & Delivery

• Oversee and optimize daily IT operations across business units.
• Lead core ITIL processes (incident, problem, change).
• Monitor and report on service performance (SLAs, KPIs, uptime, user satisfaction).
• Maintain documentation, service catalogue items, and operational procedures.
• Drive continuous improvement to increase operational maturity.

HubSpot Platform Support & Optimization

• Serve as the operational owner of HubSpot for CRM, Sales, and Marketing.
• Support daily use, troubleshooting, user access, and platform governance.
• Optimize workflows, automation, pipelines, and integrations with other systems.
• Ensure data quality, structure, and reporting dashboards.
• Coordinate with HubSpot Support or developers on complex issues or enhancements.

Service Management for Business Platforms

Manage delivery and support for core systems, including:

• HR platforms (HRIS, onboarding/offboarding tools).
• Finance systems (invoicing, procurement, budgeting tools).
• Productivity tools (Microsoft 365, Teams, SharePoint).
• Departmental SaaS tools.

Responsibilities:

• Ensuring system availability, access control, and data integrity.
• Oversee system integrations.
• Coordinate updates, maintenance windows, and platform changes.
• Manage vendors, resolve issues and implement improvements.

End User Services

• Lead delivery of end user IT services (devices, accounts, support, workplace tech).
• Ensure consistent, high-quality support across the service desk and support teams.
• Optimize onboarding/offboarding, identity management, licensing, and device lifecycle.
• Improve user experience through automation and best practices.

Stakeholder & Vendor Management

• Act as primary contact for IT service performance across business units.
• Manage third party service providers, ensuring compliance with SLAs and contracts.
• Evaluate new tools and improvements in alignment with business needs and strategy.

Growth & Development Opportunities

Even though the role requires a good level of IT competence and experience, we also want to provide space for continued growth. At Highberg, development is not an afterthought, it’s part of how we help our people stay sharp, engaged, and future ready.

• Professional Development: Access to training and certifications in areas such as cloud architectures, security frameworks, IT governance, and vendor management.
• Leadership Development: Opportunities to grow into a broader IT leadership role.
• Innovation & Strategy: Contribute to the development of Highberg’s long-term digital and IT strategy, advising leadership on emerging technologies and best practices.
• Cross-Functional Exposure: Work closely with teams in HR, Finance, Sales, Operations, and Digital – gaining deep insights into the business while shaping the systems that support it.

What we are asking

• 5+ years of experience in IT operations, service management, or a similar role.
• Strong knowledge of ITIL frameworks and operational best practices.
• Experience managing and supporting SaaS business platforms.
• Hands-on experience with HubSpot (CRM, Sales Hub, or Marketing Hub).
• Proficiency with Microsoft 365 and identity management (Entra ID/Azure AD).
• Experience configuring workflows, automation, and system integrations.
• Understanding of CRM processes, lifecycle stages, and pipeline management.
• Experience with reporting and dashboards (e.g. HubSpot or similar tools).
• Speak and write fluent English. Dutch is a pre.

Who you are

• Proactive, structured, and comfortable in fast changing environments.
• Analytical and a process driven mindset with strong problem-solving skills.
• Excellent communication and stakeholder management.

What we are offering

• Genuine attention to personal development, including coaching by colleagues, access to a wide range of education and training programs, and a personal development plan with corresponding investment.
• A position within a challenging and growing organisationwhere ownership is valued, offering autonomy and flexibility in how you organise your work, with short communication lines across the company.
• A pleasant working environment with a pleasant and easily accessible office in Amsterdam, Utrecht & Zoetermeer, focus on performance as a team and numerous social activities such as get-togethers, sports activities and team meetings.