IT Service Management Process Specialist (40 hours per week)

Applied Medical; Amersfoort; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

27 vacation days

Hybrid options

Commuting allowance

Tuition program

Pension scheme

Volunteer days

Job summary

Applied Medical is seeking an IT Service Management Process Specialist to join the ATS team in Amersfoort. You will drive ITSM process development, implement improvements, and align services across Europe, the US and Asia Pacific to strengthen delivery and reliability of IT services globally.

You will lead processes such as Incident, Change, Problem, and Service Transition, work with diverse teams, optimize ITSM tools like ServiceNow, and report on KPIs to guide improvements.

Qualifications

• Bachelor's degree in IT, CS or related field.
• Minimum 5 years ITSM/IT operations experience.
• Strong ITIL knowledge and service management frameworks.
• Experience leading organizational change and adoption of new processes.
• Proven ability to collaborate with global stakeholders.

Responsibilities

• Drive development, implementation, and continuous improvement of ITSM processes across the global IT organization.
• Lead ITSM initiatives including Incident, Change, Problem, and Service Transition.
• Collaborate with cross-functional IT and business teams across regions to ensure consistency.
• Configure and optimize ITSM tools to improve automation, service quality, and efficiency.
• Monitor KPIs, report on performance, and translate insights into improvements.
• Develop governance standards, policies, and procedures for IT service management.

Skills

ITIL knowledge

Incident/Change/Problem Mgmt

ServiceNow

Stakeholder management

Cross-functional leadership

Lean and continuous improvement

Team leadership

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

Are you a process-oriented professional who enjoys optimizing the way teams work and services are delivered?

Do you thrive in an international environment where continuous improvement is key? Then this may be the opportunity for you.

As our business continues to grow, we are looking for an IT Service Management Process Specialist to join our Applied Technology Services (ATS) team in Amersfoort.

In this role, you will drive the development, implementation, and continuous improvement of IT Service Management (ITSM) processes across Applied Medical's global organization. Working closely with stakeholders across Europe, the United States, and Asia Pacific, you will help strengthen service delivery standards, improve operational efficiency, and support the adoption of best practices that enable scalable and reliable IT services worldwide.

Key Responsibilities

• Identify opportunities to improve processes, procedures, systems, and service delivery across Applied Medical's global IT organization
• Lead the development, implementation, and continuous improvement of ITSM processes, including Incident Management, Change Management, Problem Management and Service Transition
• Collaborate with cross-functional IT and business teams across multiple regions to ensure consistent and effective service management practices
• Build strong stakeholder relationships
• Configure and enhance IT service management tools, including ServiceNow, to improve automation, service quality, and efficiency
• Monitor, analyze, and report on service management KPIs and performance metrics, translating insights into improvement initiatives
• Develop governance standards, policies, and procedures related to IT service management

What You Bring

• A Bachelor's degree in Information Technology, Computer Science, or a related field
• A minimum of 5 years of experience in IT Service Management, IT Operations, or a similar environment
• Strong knowledge of ITIL principles and service management frameworks
• Familiarity with project management, Lean and continuous improvement methodologies
• Proven ability to lead teams through organizational and process change, ensuring clear communication and successful adoption of new ways of working.
• Experience with ITSM platforms such as ServiceNow
• Excellent communication and stakeholder management skills

What We Offer

• An international working environment, fueled by respect and a healthy work-life balance tailored to the business and team member’s needs
• 27 paid vacation days (based on fulltime contract) with option to purchase five additional days
• This is mainly an on-site role with hybrid options
• Commuting allowance of €0,25/km or full coverage of public transportation costs
• A wide variety of internal trainings and development possibilities and a tuition program for external trainings
• The opportunity to pro-actively work on your vitality and fitness
• State-of-the-art facilities, including green areas, in-house restaurant and gym
• Additional benefits, such as:
• Attractive pension scheme (your contribution at 4%, ours at 12%)
• €50 net monthly health insurance contribution
• Two (paid) days per year dedicated to volunteering activities
• Several fun company events and meaningful initiatives organized throughout the year

At Applied Medical, we are committed to make a meaningful, positive difference, each and every day. Within our European headquarters in Amersfoort (NL), we develop, manufacture and support the implementation of our advanced medical devices across Europe and the MENA region. Applied’s team members enjoy working in an environmentally friendly and international environment, in which people of diverse backgrounds are valued, challenged, and acknowledged. We support our team members by giving them opportunities of ongoing learning and education, possibilities to take part in community volunteering activities and a variety of onsite exercise classes and health activities.

If you are passionate about working in an organization that allows you to make decisions based upon what is right for the patient, customer, community and environment, Applied Medical is the place for you.