Global Service Desk Lead | Major Incident & CSI Champion

Vanderlande; Veghel; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

40 vacation days

Hybrid workplace 40/60

Health & Wellbeing budget €300/year

Commuting allowance

Pension and health insurance discounts

On-site health centre and gym

Vanderlande Academy

Multiple employee networks

Company restaurant and coffee bar

Job summary

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive optimization of the Global Support Center within the Airports domain. You will oversee capability management, process improvements, tooling enhancements, and act as Major Incident Manager for critical events, coordinating cross-functional teams and communications to restore services quickly.

The role requires 5+ years in IT operations or service delivery, strong ITIL knowledge, and experience in international,

Qualifications

• 5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.
• Experience in airport operations, logistics automation, or other mission-critical environments.
• Proven experience leading major incidents in a 24/7 support environment.
• Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.
• Excellent stakeholder management, communication, and facilitation skills.
• Strong analytical, structured problem-solving, and continuous improvement mindset.
• Ability to influence and drive change across global teams without direct authority.
• Proven ability to work effectively in an international environment across continents and time zones.

Responsibilities

• Define and maintain the capability roadmap for the Global Support Center.
• Identify capability gaps across people, processes, tools, and governance.
• Drive capability maturity improvements through structured development programs.
• Develop standards, best practices, and operational frameworks for support teams.
• Lead Continual Service Improvement (CSI) initiatives and drive actions.
• Own and drive the enhancement roadmap for support tools and platforms.
• Translate business requirements into tool improvements and development requests.
• Lead Major Incident Management for critical incidents and coordinate cross-functional teams.

Skills

IT Operations

Service Management

Global Support

Airport operations

Incident management

Job description

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive optimization of the Global Support Center within the Airports domain. You will oversee capability management, process improvements, tooling enhancements, and act as Major Incident Manager for critical events, coordinating cross-functional teams and communications to restore services quickly.

The role requires 5+ years in IT operations or service delivery, strong ITIL knowledge, and experience in international,