Senior ITSM Manager - Telecom Operations

Darwin Recruitment; Rotterdam; Hybrid; EUR 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

30 vacation days

Pension scheme

Job summary

A leading telecom provider in the Netherlands is looking for a Senior ITSM Manager to drive service assurance and lead ITSM processes. This role requires 12+ years in telecom IT operations and ITIL Expert certification. Responsibilities include managing vendor performance and ensuring service continuity. A hybrid working model is offered along with a competitive salary and benefits package.

Qualifications

• 12+ years in telecom IT operations, with 5+ years in ITSM leadership.
• Strong OSS/BSS and fault management experience.
• Proven track record in vendor management and service assurance.

Responsibilities

• Lead ITSM processes across Incident, Problem, Change, Release & Configuration (ITIL v4).
• Ensure service continuity across OSS/BSS, CRM, billing, and network platforms.
• Collaborate with vendors to reduce faults and improve SLA/OLA performance.

Skills

Telecom IT operations knowledge

ITSM leadership

API management tools proficiency

Stakeholder management

Cross-functional collaboration

Education

ITIL Expert certification

Tools

Apigee

WSO2

AWS API Gateway

Job description

Senior ITSM Manager - Telecom Operations

Strategic ITSM leadership role with a major telecom provider in the Netherlands. This is a unique opportunity for a seasoned professional to lead service assurance, closely aligned with the tech team and driving continuous improvement.

Responsibilities include managing OSS mobile and fixed domains, driving automation, and elevating customer-impacting KPIs.

You'll be responsible for ensuring the reliability of business-critical IT platforms, managing vendor performance, and mentoring a team of E2E Service Assurance Managers — all while staying close to the tech and driving continuous improvement.

What You'll Do:

• Lead ITSM processes across Incident, Problem, Change, Release & Configuration (ITIL v4)
• Ensure service continuity across OSS/BSS, CRM, billing, and network platforms
• Govern API lifecycle and integration health across internal and external systems
• Drive KPI ownership across mobile, fixed, and shared domains
• Collaborate with vendors and internal teams to reduce faults and improve SLA/OLA performance
• Implement intelligent reporting and auto-remediation workflows

What You Bring:

• 12+ years in telecom IT operations, with 5+ years in ITSM leadership
• ITIL Expert certification, strong OSS/BSS and fault management experience
• Proven track record in vendor management and service assurance
• Experience with API management tools (e.g., Apigee, WSO2, AWS API Gateway)
• Strong stakeholder management and cross-functional collaboration skills

Benefits Package:

• Competitive salary + bonus scheme
• 30 vacation days + an extra day after Ascension Day
• Hybrid working model
• Pension scheme + redeemable holidays

Location: Hybrid from the Netherlands (Randstad)

This role offers an opportunity to shape the future of telecom reliability through strategic leadership and technical excellence. If interested, please reach out to Dario Mulder at [e-mail]. Note: Candidates must reside in the Netherlands and possess telecom experience.

Darwin Recruitment is acting as an Employment Agency for this vacancy.