Manager IT Operations & Service Management

At Haskoning, we are looking for a Manager IT Operations & Service Management to lead the unified IT Operations & Service Management unit within Enterprise IT & Services.

What you will do

You will lead the unified IT Operations & Service Management unit within Enterprise IT & Services. The role is accountable for reliable, secure and business-aligned core IT service delivery across Haskoning, combining operational oversight of outsourced services with strong ITIL-based service management, project delivery and continuous improvement. You act as the tactical lead for TCS-delivered IT operations and ensure clear end-to-end accountability across Service Desk, end-user services, infrastructure, cloud, network and software development support foundations.

• Lead the IT Operations & Service Management unit and provide direction to IT service owners/leads, IT business partners, IT project managers, resident engineers and software development support specialists.
• Own and mature the ITIL service management practices for core IT services, including incident, service request, problem, change, knowledge, asset, configuration, service catalogue, capacity & performance and service continuity management.
• Oversee outsourced operational delivery, primarily with TCS, through tactical service governance, performance reviews, escalation management, service improvement plans and clear interfaces with operational service leads.
• Ensure stable end-to-end delivery of core IT services, including Service Desk, desktop engineering/end-user computing, infrastructure, cloud, network operations and development tooling foundations.
• Manage IT project delivery capacity within the unit and ensure operational changes, lifecycle projects and service transitions are executed in line with architecture, security, compliance and business requirements.

Scope and mandate

The manager is expected to:

• operate at tactical-management level across the full core IT operations and service management scope;
• coordinate multiple service domains and internal roles rather than only managing day-to-day technical operations;
• act as the primary tactical counterpart for the TCS Engagement/Relationship and Service Management leads;
• translate Enterprise IT & Services strategy into operational priorities, measurable service outcomes and continuous improvement;
• ensure consistent service governance and objective performance reporting across regions, outsourced teams and internal stakeholders.

Where you will work

At Haskoning, you will join an independent, employee-owned international consultancy that combines engineering, design, and consultancy services with software and technology.

As our new Manager IT Operations Service Management, you will become part of the corporate group Digital & Workplace Solutions (DWS) in the Netherlands. DWS provides services to the internal organisation, enabling colleagues to serve their clients in the best possible way.

DWS’s activities are divided across three domains: Enterprise IT & Services, Real Estate & Facility, and Digital & AI. In addition, there is a separate team for information security. The structure of DWS was recently reorganised to allow the three domains to come into their own more effectively. As a result, several new roles have been created, including that of Manager IT Operations Service Management. This role will be part of Enterprise IT & Services. Within this domain, Enterprise IT & Services is responsible for the internal technology services that enable Haskoning employees globally. The IT Operations & Service Management unit combines core IT operations and ITIL service management responsibilities into one department to strengthen service quality, user satisfaction and accountability.

What you bring

You are a strong people and service leader who can bring structure, accountability and pace in a changing organisation. You combine hands-on understanding of IT operations with the ability to manage outsourced delivery, influence senior stakeholders and build a mature service management culture across an international environment.

Must-have requirements

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, Business Information Management or a closely related field.
• Minimum 10 years of relevant experience in IT operations, IT service management and/or infrastructure services, including at least 4–5 years in a managerial or senior leadership role within an enterprise, multi-domain IT environment.
• Mandatory certification: ITIL 4 Foundation, with strong preference for ITIL 4 Managing Professional or equivalent, demonstrating proven ability to design, implement and continuously improve IT service management practices.
• Proven experience leading or coordinating outsourced IT services in an international environment, including vendor governance, SLA/KPI management, escalations and service improvement planning.
• Strong working knowledge of ITIL 4 practices, with demonstrable experience implementing or maturing incident, problem, change, service request, asset/configuration, service catalogue, capacity/performance and service continuity management.
• Demonstrated leadership in organisational change, transformation or restructuring of IT operations and service management, including implementation of governance models, performance frameworks and continuous improvement structures.
• Strong understanding of core IT service domains: Service Desk, end-user computing/desktop engineering, infrastructure, cloud platforms and network operations.
• Excellent stakeholder management and communication skills in English, with the ability to operate effectively with business stakeholders, architects, security, suppliers and senior leadership.

Nice-to-have

• Experience with Microsoft 365, Azure/cloud operations, endpoint and device management, and network services.
• Experience in a professional services, engineering, consultancy or similarly project-driven international organisation.

What you can expect from us

At Haskoning, we believe that the well-being of our employees is essential to our shared success. We offer a comprehensive benefits package designed to support both your professional development and personal well-being.

• A strong pension scheme with an 18.3% employer contribution, a 2.15% personal budget and annual profit sharing. You will also have the opportunity to purchase company shares and share in our success.
• 28 vacation days based on full-time employment, with the option to purchase an additional 16.5 days per year and to exchange three public holidays for days that are personally meaningful to you. We work in a hybrid model with flexible hours, work-from-home allowance and a fully equipped home workspace.
• A wide range of training and development programmes, including tailored learning paths, learning weeks and various knowledge-sharing groups.
• A conveniently located workplace at one of our offices, with travel expense reimbursement and an NS Business Card. If you walk or bike to work, you receive a higher travel allowance, encouraging sustainable commuting.
• A welcoming and open environment with voluntary social and sports activities, and employee networks such as Pride and Young Haskoning.