IT Service Owner End-User Services

As IT Service Owner End-User Services, you will be accountable for the performance, quality and continuous improvement of Haskoning’s end-user services.

What you will do

The role acts as the operational service owner for Service Desk and Desktop Engineering, including the coordination of outsourced delivery and the product/service ownership of end-user collaboration and support capabilities such as WeConnect (Ivanti, our ITSM platform), DWS Virtual Assistant and relevant Microsoft 365 end-user applications. You translate user needs, service performance data and Enterprise IT priorities into clear service outcomes, improvement plans and operational changes.

• Own the end-to-end lifecycle, operational performance and service roadmap for end-user services, including Service Desk, Desktop Engineering and related end-user support channels.
• Coordinate outsourced delivery with TCS at operational level, monitor service performance, drive service improvement actions and ensure escalations are handled with clear accountability.
• Act as service owner for key end-user ITIL practices within the domain, including incident management, service request management and problem management, ensuring consistent execution and measurable outcomes.
• Work closely with IT Business Partners to understand user impact, regional needs and recurring pain points, and translate these into structural improvements for end-user services.
• Coordinate with architecture, security, service management and project teams to ensure changes to end-user services are reliable, secure, compliant and aligned with the Enterprise IT operating model.

Scope and mandate

• Operate as the named service owner for end-user services within IT Operations & Services.
• Provide operational direction and performance steering for outsourced Service Desk and Desktop Engineering delivery.
• Own service outcomes, improvement actions and service communication for the end-user services domain.
• Ensure that incident, service request and problem management are applied consistently for end-user services.
• Own product/service ownership for WeConnect, DWS Virtual Assistant and relevant Microsoft 365 end-user applications.

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 IT Service Owner End-User Services, 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.

This role will be part of Enterprise IT & Services. Within this domain, IT Operations & Services is the unified department for core IT operations and IT service management. The end-user services domain focuses on reliable, secure and user-oriented workplace IT services, including Service Desk, Desktop Engineering and related digital support and collaboration services.

What you bring

You are a structured and service-oriented IT professional who combines strong operational discipline with technical understanding, supplier coordination skills and strong stakeholder management. You understand how outsourced IT services are delivered in practice and can convert user feedback, service data and recurring incidents into concrete improvements. You bring structure, accountability and clear communication in a changing organisation.

Must-have requirements

• At least 5 years of relevant experience in IT service management, end-user computing or IT operations, including demonstrable ownership of end-user services in an enterprise environment.
• Bachelor’s or Master’s degree in Information Technology, Computer Science, Business IT, or a closely related field.
• ITIL 4 certification or equivalent service management training.
• Strong experience in coordinating and steering outsourced or managed service providers, including performance management, escalation handling, service review cycles and continuous improvement planning.
• Strong working knowledge of ITIL practices, especially incident management, service request management and problem management; able to apply these practices in day-to-day service ownership and operational improvement.
• Strong practical understanding of end-user services, demonstrated by hands-on experience and relevant certifications such as Endpoint Administrator Associate (MD-102) and/or Microsoft 365 Certified Administrator Expert (MS-102).
• Proven experience with endpoint management and workplace services, including Microsoft Intune, device lifecycle management, service desk tooling and Microsoft 365 collaboration platforms (Teams, SharePoint).
• Excellent communication and stakeholder management skills in English, with the ability to work effectively with users, IT Business Partners, suppliers, architects, security, project teams and IT leadership.
• Experience with Microsoft 365, Teams, SharePoint, endpoint management, device lifecycle processes, self-service portals or digital support tooling.

Nice-to-have

• 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 competitive indicative base salary of €6,471 – €9,243 gross per month, based on full-time employment, with annual increases.
• Including 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.