ITIL Process Manager

Are you someone who enjoys bringing people together and loves versatile work? As an ITIL Process Manager, you will be responsible for providing operational support to IT Teams in the execution of incidents, problems, changes, and configuration processes. A primary focus area will be to lead engineers and management in resolving major incidents as quickly as possible and facilitating the identification of root causes. You will also be responsible for managing the (technical) Change Advisory Board and influencing the quality of the CMDB.
 

What you are going to do

You will be working in a team that is at the heart of the organization. We act as the bridge between ITIL standards and how things are actually done in various IT teams. This allows us to guide teams in getting their operations in order on one hand, and provide valuable input for process improvements on the other. With your affinity for ITIL processes and excellent communication and organizational skills, you are the one who can truly help teams progress and contribute to the reliability of the organization. We are on standby 24/7 to lead major incidents, and you are expected to handle them quickly and under high pressure.

What we offer you
NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• Salary between €3,280 - €4,686 depending on your knowledge and experience, based on a 40 hour work-week
• 13th month and holiday allowance are paid with your monthly salary
• 27 vacation days for a 5-day working week and one Diversity Day
• A modern pension administered by BeFrank
• Plenty of training and learning opportunities
• NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometers travelled
• Allowances for setting up your home office and for internet use

Who you are

You like to make an impact by adding value to your team and their work. To ensure everything runs smoothly, you communicate very clearly: you ask questions, listen well, and explain things clearly. You seamlessly align with the agile way of working to the product and the vision. Moreover, you have:

• Strong understanding of ITIL processes and best practices to ensure incidents are managed in accordance with NN standards
• Strong problem-solving skills to guide teams in finding the root cause of incidents and develop effective solutions to resolve them
• Ability to work effectively as part of an on-call team to provide 24/7 support for incidents
• Excellent communication skills to facilitate communication between technical teams, management, and stakeholders during incidents
• Ability to work in a fast-paced, high-pressure environment and manage time effectively to ensure incidents are resolved
• Contribute to improving existing processes (Future readiness thinking).
• English is a must, Dutch language would be a plus

Who you will work with

Together with your colleagues from the Process Foundation team and the Master Control Team in Prague, you will support all Product Owners and IT teams within NN Group NL. You will also collaborate extensively with the IT teams and managers to provide them with the knowledge and tools needed to fulfill their operational responsibilities. Most of our team works from The Hague and a portion in Prague, with English being the main language. As a team, we are the face of IT Service Management towards the organization, which puts some pressure on us. Therefore, a drink and a team activity from time to time are very welcome. We are open to your enthusiasm and initiative. Will you join us with your ideas and team spirit?

Any questions?

If you have any questions about the job, you can reach out via email to Hilde Diemel, Talent Acquisition Specialist via [email protected]