Global Support Desk Leader & Major Incident Manager (Hybrid)

Vanderlande Industries Inc; Netherlands; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Vacation days 40

Flexible hours

Hybrid workplace

Health budget

Commuting allowance

Working from home allowance

Pension plan

On-site gym

Training facilities

Network communities

Restaurant & coffee

Job summary

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive the Global Support Center's optimization within the Airports domain. The role focuses on capability management, service and process improvements, tooling enhancements, and operational excellence across the support organization.

You will act as Major Incident Manager for critical, high-severity events, coordinating cross-functional teams, communicating with stakeholders, and ensuring rapid service restoration for

Qualifications

• 5+ years of experience in IT operations, service management, or global support.
• 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 cultures.

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.
• Support competency development, training initiatives, and knowledge management.
• Lead Continual Service Improvement (CSI) initiatives across global support services.
• Analyse operational performance, incident trends, and customer feedback to identify improvement opportunities.
• Facilitate improvement workshops and drive implementation of improvement actions.
• Establish, track, and report on service improvement objectives and benefits realization.
• Ensure lessons learned are incorporated into operational processes and standards.
• Own and drive the enhancement roadmap for support tools and platforms.
• Identify opportunities for automation and efficiency improvements.
• Translate business requirements into tool improvements and development requests.
• Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.
• Ensure tools support standardized global ways of working.
• Act as the Major Incident Manager for critical incidents.
• Lead incident bridges and coordinate cross-functional technical teams.
• Manage stakeholder communications during major incidents, including customer-facing updates.
• Escalate risks and issues to senior management where required.
• Chair post-incident reviews and ensure RCA and corrective actions.
• Maintain and improve the Major Incident Management process, governance, and reporting.

Skills

IT Operations experience

Airport operations experience

Major incident leadership

ITIL processes

Stakeholder management

Analytical thinking

Influence without authority

Global collaboration

Job description

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive the Global Support Center's optimization within the Airports domain. The role focuses on capability management, service and process improvements, tooling enhancements, and operational excellence across the support organization.

You will act as Major Incident Manager for critical, high-severity events, coordinating cross-functional teams, communicating with stakeholders, and ensuring rapid service restoration for