IT Service Manager

Are you an IT Operations professional who wants to make an impact in an international organization that is rapidly evolving, where growth, innovation, and collaboration are at the core? In the role of IT Service Manager, you will contribute to building stable and future proof IT processes and play a key role in guiding teams toward a more service oriented way of working, in an environment that is constantly changing.

In close alignment with the ongoing ITSM program, you are responsible for embedding, securing, and sustainably anchoring IT Service Management within Lely. Within this program, you will collaborate with an external knowledge partner that brings expertise and best practices. Ownership, decision making, and accountability for IT Service Management, however, remain fully within Lely.

This role acts as the bridge between the program and the line organization, ensuring that ITSM is not only designed, but truly adopted and embedded in the daily way of working within SSC IT.

Key responsibilities

• Bring in-depth expertise in ITSM and ITIL to further develop and translate process designs, ways of working, and supporting documentation, in close collaboration with the Lead Consultant ITSM, workstream members, and internal process owners.
• Assess process designs, ways of working, and documentation for applicability, feasibility, and maturity within SSC IT, including alignment with strategic objectives, target service levels, and operational reality.
• Advise the program manager and Lead Consultant ITSM on prioritization, dependencies, and risks, from the perspective of the line organization and future users.
• Support the program manager and Lead Consultant in driving adoption, knowledge transfer, and behavioral change, focused on the transition toward service oriented working within SSC IT.
• Ensure sustainable continuity by safeguarding proper handover, ownership, and structural embedding of ITSM processes within the line organization.
• Support the line organization in decision making related to ITSM processes and in the formal acceptance and management of delivered outputs.

Result and impact of the role in 2026

• IT Service Management is fully embedded both functionally and organizationally within Lely, including an established and actively used service catalog, clear service ownership, and secured ITSM governance.
• ITSM processes are practical, documented, adopted, and structurally in use.
• External expertise and best practices are sustainably embedded within the organization.
• ITSM outcomes are successfully implemented in operations and form part of line responsibility.
• A solid foundation for further professionalization of service delivery is in place.
• A structural reporting baseline is available for the implemented ITSM processes.

What is your experience?

Requirements

• Bachelor or Master level of thinking and working, preferably in IT or Business Administration
• Proven, extensive experience as an IT Service Manager or ITSM Manager, including experience in change or transformation environments
• ITIL v3 and v4 knowledge and certification, Foundation required
• Experience with ITSM processes and Continual Service Improvement
• Experience with ITSM tooling, TopDesk is a plus
• Experience in steering committee roles within IT projects

Competencies

• Able to take ownership and drive outcomes, even without formal authority
• Strong communication skills, collaborative and able to connect with different stakeholders
• Experienced in change management and organizational awareness
• Pragmatic, results driven, and decisive

What you can expect from us

Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You help future proof the agricultural sector, and we make sure you get the freedom, resources, and support you need to do exactly that.

• An international work environment with plenty of room for initiative and entrepreneurship.
• Excellent benefits, including up to 8 weeks of vacation per year and a strong pension plan.
• Strong development opportunities. You take the lead in your own growth and can choose from a wide range of training programs through our Lely Academy, from personal development to role specific training.
• Our modern Lely Campus gives you access to extensive sports facilities every day, including an indoor gym, outdoor padel courts, a basketball and volleyball court, table tennis, and table football. Join Hyrox workouts, sign up for personal training, or challenge your colleagues during an active break.
• Enjoy fresh coffee and tea prepared by our in house barista, with milk straight from our own farm, plus a healthy and affordable company restaurant.
• A healthy work life balance thanks to our hybrid working policy. You work at least three days per week on campus, with flexible hours and the option to stay on site between 06:00 and 20:00.
• A free shuttle bus takes you to and from the metro station in Maassluis, so your workday starts and ends smoothly.
• We celebrate success together, from anniversaries to holiday parties. At Lely, we know how to do that properly.

About Lely

Lely is dedicated to creating a sustainable, profitable, and enjoyable future in agriculture. Driven by the challenges farmers face and the needs of cows, the company develops high quality robots and data systems that improve animal welfare, flexibility, and productivity on dairy farms. Its mission is to support sustainable food production.

For more than 30 years, Lely has been the global market leader in the sale and service of automated systems for successive generations of dairy farmers. Every day, colleagues provide customers with innovative solutions and act as a reliable partner for long term advice and support. With the Lely Campus in Maassluis and a global network of dedicated Lely Centers offering tailored sales and service, Lely operates in more than fifty countries.