Manager Service Reliability & IT Operations

She Matters; Den Haag; Hybrid; EUR 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary with performance-based bonus

Hybrid working model with generous time off

Personal learning budget

Progressive pension plan

Inclusive culture

Job summary

A recruiting firm is seeking a Manager of Service Reliability & IT Operations in The Hague. This strategic role focuses on the resilience and performance of critical IT systems, ensuring 24/7 reliability across platforms. The ideal candidate has 12-15+ years in IT operations and strong telecom experience. This role offers a competitive salary, hybrid work model, and a supportive culture.

Qualifications

• 12-15+ years in IT operations or service management.
• 5+ years in a leadership role.
• Deep telecom experience with OSS/BSS platforms.

Responsibilities

• Ensure 24/7 reliability across critical IT systems.
• Lead service assurance across mobile and broadband.
• Drive root cause analysis and service improvements.

Skills

IT operations

Leadership

Vendor management

Communication

Automation

Education

Bachelor's degree in IT or related field

Tools

Prometheus

Grafana

Splunk

Job description

Manager Service Reliability & IT Operations

Manager Service Reliability & IT Operations

Direct message the job poster from She Matters

Founder & CEO, She Matters | DEI Strategist | Recruitment & Inclusion Consultant | Speaker & Author | Empowering Diverse Talent

We’re partnering with a leading telecom provider in hiring a Manager Service Reliability & IT Operations —a collaborative, experienced leader who will ensure the resilience and performance of our most critical IT systems across OSS/BSS, CRM, billing, and digital platforms.

This is a strategic, hands-on role where you’ll guide the stability of business-critical systems, connect cross-functional teams, and lead continuous improvements that directly impact millions of users. You’ll also help shape a culture where collaboration, empathy, and accountability are valued as much as technical excellence.

Your Day-to-Day: Resilience, Service Uptime & Stakeholder Trust

• Ensure 24/7 reliability across OSS/BSS, CRM, billing, and customer platforms
• Lead service assurance across mobile and broadband (voice, data, SMS)
• Govern API health, integration resilience, and service performance
• Monitor and improve key KPIs: MTTR, SLA/OLA compliance, app availability, repeat issues
• Oversee vendor delivery and system performance across the full stack
• Partner with infrastructure, customer operations, and executive teams
• Drive root cause analysis and structural improvements—not just quick fixes
• Promote automation, observability, and self-healing systems

What You Bring (and What You’ll Grow Into)

• 12–15+ years in IT operations or service management, incl. 5+ years in a leadership role
• Deep telecom experience—comfortable with OSS/BSS platforms, APIs, incident response, and vendor ecosystems
• Familiarity with monitoring tools (e.g., Prometheus, Grafana, Splunk, Zabbix)
• A thoughtful communicator—able to bridge technical teams and business leaders with clarity and confidence
• Skilled at managing vendors and aligning delivery with strategic goals
• Familiar with ITIL (certification preferred); experience with automation and integration tools is a plus
• Fluent in English; Dutch is not required, though a willingness to learn is welcome
• You lead with care, clarity, and confidence—and know when to manage and when to coach

Designed to Support You—Inside and Outside of Work

• A competitive salary with performance-based bonus
• Hybrid working model with generous time off
• Personal learning budget and access to 200+ digital courses
• A progressive pension plan and company perks
• Inclusive, human-first culture with real ownership and meaningful work at scale

Apply with Confidence

We know women often hesitate to apply unless they meet every requirement. If this role speaks to you—even if you’re not sure you tick every box—we’d love to hear from you.

Apply directly or contact us at [e-mail]. We’d love to hear your story.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Engineering

• Industries

  Telecommunications and Information Services

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