Your contribution to TenneT
TenneT is growing fast to realize its strategic ambitions. We play a leading role in driving the energy transition
As a Service Manager, you will be responsible for managing the delivery of IT services to internal and external customers. You will work with service desk teams, technical support staff, internal BTO platform teams / Center of Excellences, vendors and stakeholders to ensure that IT services are delivered efficiently and effectively. You will also be responsible for ensuring that IT services are aligned with business objectives and that they meet the needs of the organization.
This is a 100% dedicated role.
As a Service Manager of BTO Asset Chain - Operate the Assets team, you are the right-hand person to the delivery lead to ensure quality services against target KPIs for all (IT-related) services to the internal customers, mainly the departments responsible for maintaining and operating our assets.
Tasks:-
- Your primary responsibilities include, but not restricted to:-
- Develop and implement IT service strategies and roadmaps, ensuring alignment with business objectives.
- Manage the delivery of IT services to internal and external customers, ensuring that service level agreements are met or exceeded.
- Work with service teams and technical support staff to ensure that IT incidents are resolved in a timely and efficient manner.
- Develop, maintain and periodically review IT service documentation, including service catalogs, service level agreements, and operational procedures to ensure up-to-date information for seamless service to business.
- Monitor, measure and report on the performance of IT services, and work with teams to identify and resolve service issues.
- Collaborate with project managers and stakeholders to ensure that IT service strategies and roadmaps are aligned with project timelines and business needs.
- Provide technical guidance and support on service management to other team members as needed.
- Continuously improve IT service processes, tools and techniques to increase efficiency and effectiveness.
- Facilitate, set up and support (temporary) guilds for the purpose of standardization & knowledge development of subject areas.
- Demonstrate and encourage end-to-end thinking across value chain.
- Use service data for communicating with (internal) customers based on facts and figures.
- Dare to make timely decisions, considering all relevant business and technical factors defined to achieve the target plan, KPIs and budget.
- Foster open dialogue and coaching on individual behavior in line with the cultural values of TenneT.
- Encourage an organizational culture of continuous learning.
- Actively support the Leadership Team in exemplifying and driving the company values (Ownership, Courage, Connection) in your team and our department.
Your profile and background
- You have a customer-focused mindset and an analytical way of thinking.
- A bachelor's degree in computer science, engineering, or a related field.
- At least 5 years of experience in IT service management or a related field.
- Strong knowledge of IT service management frameworks such as ITIL.
- Experience with IT service management tools
- Strong organizational skills and attention to detail.
- Proven track record to define KPIs and report/improve on service management against target KPIs.
- Proven track record to engaging with project teams and ensure timely plan and execution of transition to steady-state support.
- Experience with IT operations management is preferred.
- Experience working with managed service partners in an onsite/offshore model is a must-have
- Excellent communication, collaboration, and stakeholder management skills.
- Ability to work well in a team environment and interact with various stakeholders.
- Fluency in English is a must; basic Dutch language skills (or an interest to learn) is necessary.
Our recruiting process
Our offer
This will be our challenge
Additional information
- As of as soon as possible.
- The weekly working time is 40 hours.
- Type of contract is indefinite.
- Job interviews for this position will be (partly) in English. Please send us your application document in English as well
Salary
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