Initiator Service Improvement

• As a Service Improvement Initiator, you are responsible for improving ODC -Noord's operational services step by step. You will focus on realizing existing service improvement plans, defining customer -specific services and improving operational processes within change, incident and service desk processes. You fulfill both a strategic and tactical role as well as an executive role and work together with process managers, operations teams, service level management and other stakeholders.
  

• Realizing the points for improvement from existing service improvement plans.
  
• Defining and describing customer -specific services in the form of managed services.
  
• Establish and clarify responsibilities between customer and supplier.
  
• Adapting and clarifying service descriptions and DAPs.
  
• Setting up a service billing structure.
  
• Improving change, incident and service desk processes in collaboration with process managers.
  
• Recalibrate standard and non -standard changes.
  
• Optimizing incident handling and service desk processes, including self -service portal flows.
  
• Leading and driving improvement processes with both project -based and hands -on activities.
  

Requirements

• HBO/WO working and thinking level, preferably in a technical or business direction.
  
• Minimum of 5 years of experience in a similar role such as Service Improvement Manager, Service Delivery Manager or Project Manager within the IT or cloud sector.
  
• At least 5 years of proven experience in implementing service improvement plans.
  
• At least 5 years of experience in defining customer -specific services and setting up service contracts.
  
• At least 5 years of experience in improving operational processes within change, incident and service desk processes.
  

• Experience with ITIL and/or USM processes.
  
• Knowledge of Topdesk.
  
• Knowledge of cloud computing and managed services.
  
• Experience with process optimization and quality management.
  
• Experience with project management methodologies such as Scrum and Agile.
  
• Experience as a service manager within the national government.
  
• Broad knowledge of the ICT landscape of the central government.
  
• Have a relevant network within central government ICT organizations.
  

• Strong communication skills.
  
• Analytical skills.
  
• Hands -on mentality.
  
• Result orientation.
  
• Strong stakeholder management.
  
• Change skills within complex organizations.
  
• Ability to think strategically and act operationally.
  
• Independent, pragmatic and flexible working.