European IT Service Delivery Lead (ITIL/ITSM)

Refresco; Rotterdam; On-site; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

Pension paid by employer

28 days holiday

OpenUp access

Commuting allowance

Wellbeing programs

Team events

Rotterdam office nearby

Job summary

Refresco is seeking a proactive IT Service Management lead to govern and improve our ITSM framework across Europe. You will own the Xurrent ITSM platform, drive ITIL maturity, and ensure services meet agreed standards and business expectations.

You will collaborate with IT teams, business stakeholders and external partners across countries to shape and improve service delivery. A Bachelor's degree and 5+ years ITSM experience are required, with strong ITIL knowledge and cross-cultural

Qualifications

• Bachelor's degree in IT, Information Systems, or related field, or equivalent experience.
• 5+ years in IT Service Management, Service Delivery Management, or similar role.
• Strong knowledge of ITIL processes and best practices.
• Experience with Xurrent (preferred) or a comparable ITSM platform.
• Strong analytical, problem-solving, and communication skills.
• Ability to build relationships and work with stakeholders across countries/cultures.
• Proactive mindset and continuous improvement mindset.

Responsibilities

• Own and continuously improve ITIL processes (Incident, Change, Problem, Asset, SLAs).
• Act as the functional owner of the Xurrent ITSM platform.
• Monitor service performance through SLAs, KPIs, and reporting.
• Support and coordinate IT service delivery activities across Europe.
• Lead major incident management and contribute to service quality improvements.
• Support introduction of new services and ensure ITSM alignment.
• Promote ITSM best practices and provide guidance and training.
• Support ITGC and SOX compliance through well-governed ITSM processes.

Skills

ITIL knowledge

Stakeholder management

Analytical skills

Communication skills

Cross-country collaboration

Proactive mindset

Education

Bachelor's degree in IT/Information Systems

Tools

Xurrent ITSM

Job description

Refresco is seeking a proactive IT Service Management lead to govern and improve our ITSM framework across Europe. You will own the Xurrent ITSM platform, drive ITIL maturity, and ensure services meet agreed standards and business expectations.

You will collaborate with IT teams, business stakeholders and external partners across countries to shape and improve service delivery. A Bachelor's degree and 5+ years ITSM experience are required, with strong ITIL knowledge and cross-cultural