Senior ITSM Incident & Major Incident Coordinator

ITProposal; Amsterdam; On-site; EUR 70,000 - 110,000; Full time

Job summary

ITProposal is seeking an experienced IT Service Management Specialist / Incident Management Coordinator to join a complex IT environment in Amsterdam. You will coordinate Incident Management and Major Incident Management across multiple Service Providers, driving governance, reporting and escalation management in a highly operational role.

You will aim to raise process maturity to CMMI Level 4 within two years, support RCA, post-incident reviews, Change and Release Management, and maintain

Qualifications

• 8-10 years of professional experience in IT Service Management or coordinating role in a complex IT environment.
• Experience with Incident Management, including Major Incident Management.
• Experience coordinating P1/Major Incidents across multiple teams or Service Providers.
• Experience with Problem Management, RCA and post-mortems.
• Experience with Change and Release Management, including complex and emergency changes.
• Knowledge of Configuration Management and CIs.
• Strong stakeholder coordination and escalation-management skills.
• Experience monitoring process performance and producing ITSM reports.
• ITIL certification at Practitioner/Specialist or higher level.
• Agile certification at Foundation level or higher (e.g., Scrum).
• SIAM Foundation or higher.
• Knowledge of DevOps, Test Automation, IaaS, PaaS, and SaaS concepts.
• Understanding of IT architecture and broad technical landscape.
• Basic knowledge of cybersecurity and privacy.
• Strong communication and organizational skills.
• Ability to set boundaries, challenge stakeholders, and drive progress.
• Ability to delegate with oversight.
• Strong analytical and problem-solving abilities.

Responsibilities

• Coordinate and oversee the Incident Management process across Service Providers.
• Lead cross-provider activities and ensure follow-through on actions.
• Serve as central point of contact for Major Incident Management activities.
• Coordinate, communicate, track, and drive resolution of P1/Major Incidents.
• Support Root Cause Analysis (RCA) and post-incident reviews.
• Monitor process activities for timeliness and adherence to procedures.
• Identify bottlenecks, risks, and escalations and ensure follow-up.
• Prepare and maintain integrated process reports.
• Analyze quality of process data and overall performance.
• Act as counterpart to Regie and Service Provider Process Managers.
• Contribute to ITSM process optimization, governance and maturity.
• Provide input into development and maturation of ITSM processes.
• Coordinate and follow up on Problem Management activities, including RCAs and post-mortems.
• Support Change and Release Management planning, assessment and coordination of complex and emergency changes.
• Support Configuration Management by identifying and validating CIs and relationships.
• Monitor Service Provider performance and ensure process requirements are met.
• Produce ITSM/process reports using tooling.
• Develop knowledge of organizational domains and apply to IT service processes.

Skills

Incident Management

P1/Major Incident coordination

Problem Management (RCA)

Change & Release Management

Configuration Management

Stakeholder coordination

ITSM reporting

DevOps concepts

Cybersecurity basics

Communication & coordination

Analytical thinking

Education

ITIL certification (Practitioner/Specialist+)

Agile certification (Foundation+)

SIAM Foundation or higher

Tools

ITSM tooling

Job description

ITProposal is seeking an experienced IT Service Management Specialist / Incident Management Coordinator to join a complex IT environment in Amsterdam. You will coordinate Incident Management and Major Incident Management across multiple Service Providers, driving governance, reporting and escalation management in a highly operational role.

You will aim to raise process maturity to CMMI Level 4 within two years, support RCA, post-incident reviews, Change and Release Management, and maintain