IT Infrastructure Services Manager

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

In this role, you will be responsible for governing and improving our IT Service Management framework across Europe. You will own our ITSM platform (Xurrent), drive ITIL process maturity, and ensure services are delivered in line with agreed standards and business expectations. Working closely with IT teams, business stakeholders, and external partners, you will help shape and improve service delivery across the organization.

Your key responsibilities are:

• Own and continuously improve ITIL processes, including Incident, Change, Problem, Asset, and Service Level Management
• Act as the functional owner of the Xurrent ITSM platform, ensuring it supports business needs and governance standards
• Monitor service performance through SLAs, KPIs, and reporting, driving continuous improvement initiatives
• Support and coordinate IT service delivery activities across Europe
• Lead major incident management and contribute to service quality improvements
• Support the introduction of new services into operations and ensure alignment with ITSM processes
• Promote ITSM best practices and provide guidance and training to IT teams and stakeholders
• Support ITGC and SOX compliance requirements through well-governed ITSM processes

About you:

We are looking for a proactive professional who combines strong service management expertise with excellent stakeholder skills. Ideally, you bring:

• A Bachelor's degree in IT, Information Systems, or a related field, or equivalent experience
• At least 5 years of experience in IT Service Management, Service Delivery Management, or a 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
• The ability to build relationships and work effectively with stakeholders across different countries and cultures
• A proactive mindset and a passion for continuous improvement

What We Offer You.

At Refresco, we believe that your work should be rewarding, both professionally and personally. That’s why we offer you:

• Competitive pay with eligibility for an annual bonus
• No personal pension contribution – your pension is fully paid by Refresco
• 28 days of holiday (based on full-time employment) to recharge and enjoy your time off
• Continuous opportunities to develop yourself, with access to tailored courses, interactive e-learnings,
• Free access to OpenUp for you and your family members, supporting mental well-being and personal development
• A modern office nearby the vibrant city of Rotterdam
• Fun and connection through regular events organized by our enthusiastic Fun Committee
• Opportunities for professional development and training to help you grow in your career
• An NS Business Card or commuting allowance, making your journey to the office more convenient
• Memorable moments together, from our weekly shared Thursday lunches to annual events like Wellbeing Week, the Christmas dinner, and our Holding trip.
• A culture shaped by our core values: entrepreneurial, passionate, agile, responsible and excellent.

Important to know: We are currently unable to offer relocation support for this position. Candidates must be based locally in The Netherlands.