Hybrid Service Desk Leader: Capability & Major Incident

Vanderlande Industries B.V.; Veghel; Híbrido; EUR 55.000 - 75.000; Tempo integral

Benefícios oferecidos por esta vaga

40 vacation days (20 statutory days +

Flexible working hours

Hybrid workplace 40% home / 60% office

Health & Wellbeing budget €300/year

Commuting allowance

Resumo da vaga

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive capability development, process improvements, and tool enhancements within the Global Support Center for Airports operations. You will coordinate cross-functional teams and act as Major Incident Manager for critical incidents, ensuring timely restoration and stakeholder communication.

Joining Vanderlande means contributing to continuous improvement in a global, 24/7 support environment.

Qualificações

• 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 multiple continents, collaborating with globally distributed teams, customers, and stakeholders across different cultures and time zones.

Responsabilidades

• 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 development programs.
• Develop standards, best practices, and operational frameworks for support teams.
• Lead Continual Service Improvement initiatives across global support services.
• Analyse operational performance, incident trends, and customer feedback to identify improvements.
• Facilitate improvement workshops and drive implementation of actions.
• Own and drive the enhancement roadmap for support tools and platforms.

Conhecimentos

IT Operations

Service Management

Major incidents

ITIL

Stakeholder management

Analytical thinking

International collaboration

Airport operations

Descrição da vaga

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive capability development, process improvements, and tool enhancements within the Global Support Center for Airports operations. You will coordinate cross-functional teams and act as Major Incident Manager for critical incidents, ensuring timely restoration and stakeholder communication.

Joining Vanderlande means contributing to continuous improvement in a global, 24/7 support environment.