Service Desk Capability and Incident Manager

Vanderlande Manufacturing USA; Veghel; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

40 vacation days (20 statutory days +

Flexible working hours

Hybrid workplace (40% WFH, 60% in the-

Health & Wellbeing budget €300/year

Commuting allowance (public transport)

Job summary

Vanderlande's Global Support Center within the Airports domain is seeking a Service Desk Capability and Incident Manager to drive capability management, service improvements, and tooling enhancements across the support organization.

The role acts as Major Incident Manager for critical customer-impacting events, coordinating incident bridges, guiding cross-functional technical teams, and ensuring effective communication and rapid service restoration for airport operations.

Qualifications

• 5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.
• Experience in airport operations, logistics automation, or other mission-critical environments.
• Proven experience leading major incidents in a 24/7 support environment.
• Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.
• Excellent stakeholder management, communication, and facilitation skills.
• Strong analytical, structured problem-solving, and continuous improvement mindset.
• Ability to influence and drive change across global teams without direct authority.
• Proven ability to work effectively in an international environment across multiple continents, collaborating with globally distributed teams, customers, and stakeholders across different cultures and time zones.

Responsibilities

• Define and maintain the capability roadmap for the Global Support Center.
• Identify capability gaps across people, processes, tools, and organizational governance.
• Drive capability maturity improvements through structured development programs.
• Develop standards, best practices, and operational frameworks for support teams.
• Support competency development, training initiatives, and knowledge management.
• Lead Continual Service Improvement (CSI) initiatives across global support services.
• Analyse operational performance, incident trends, and customer feedback to identify improvement opportunities.
• Facilitate improvement workshops and drive implementation of improvement actions.
• Establish, track, and report on service improvement objectives and benefits realization.
• Ensure lessons learned are incorporated into operational processes and standards.
• Own and drive the enhancement roadmap for support tools and platforms.
• Work with operational teams to identify opportunities for automation and efficiency improvements.
• Translate business requirements into tool improvements and development requests.
• Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.
• Ensure tools support standardized global ways of working.
• Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations.
• Lead incident bridges and coordinate cross-functional technical teams during service disruptions.
• Manage stakeholder communications during major incidents, including customer-facing updates.
• Escalate risks and issues to senior management where required.
• Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions.
• Maintain and improve the Major Incident Management process, governance, and reporting.

Skills

IT Operations

Service Management

Global Support

Airport operations experience

Job description

Service Desk Capability and Incident Manager

The Service Desk Capability and Incident Manager is responsible for the continuous development and optimization of the Global Support Center (GSC) within the Airports domain. The role drives capability management, service and process improvements, tooling enhancements, and operational excellence across the support organization.

In addition, the position serves as the designated Major Incident Manager for critical customer-impacting events, ensuring effective coordination, communication, and service restoration during disruptions to airport operations.

The role acts as a key link between Global Support Center operations, Service Delivery Managers, Experts, Product Development, and customers to ensure a reliable, scalable, and continuously improving support organization.

Key Responsibilities

Capability Management

• Define and maintain the capability roadmap for the Global Support Center.


• Identify capability gaps across people, processes, tools, and organizational governance.


• Drive capability maturity improvements through structured development programs.


• Develop standards, best practices, and operational frameworks for support teams.


• Support competency development, training initiatives, and knowledge management.

Service Improvements

• Lead Continual Service Improvement (CSI) initiatives across global support services.


• Analyse operational performance, incident trends, and customer feedback to identify improvement opportunities.


• Facilitate improvement workshops and drive implementation of improvement actions.


• Establish, track, and report on service improvement objectives and benefits realization.


• Ensure lessons learned are incorporated into operational processes and standards.

Tool & Automation Improvement

• Own and drive the enhancement roadmap for support tools and platforms.


• Work with operational teams to identify opportunities for automation and efficiency improvements.


• Translate business requirements into tool improvements and development requests.


• Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.


• Ensure tools support standardized global ways of working.

Major Incident Management

• Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations.


• Lead incident bridges and coordinate cross-functional technical teams during service disruptions.


• Manage stakeholder communications during major incidents, including customer-facing updates.


• Escalate risks and issues to senior management where required.


• Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions.


• Maintain and improve the Major Incident Management process, governance, and reporting.

Qualifications & Skills

• 5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.


• Experience in airport operations, logistics automation, or other mission-critical environments.


• Proven experience leading major incidents in a 24/7 support environment.


• Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.


• Excellent stakeholder management, communication, and facilitation skills.


• Strong analytical, structured problem-solving, and continuous improvement mindset.


• Ability to influence and drive change across global teams without direct authority.


• Proven ability to work effectively in an international environment across multiple continents, collaborating with globally distributed teams, customers, and stakeholders across different cultures and time zones.

About Vanderlande

Vanderlande builds automated systems for airports and parcel logistics - managing baggage from check-in to reclaim, and sorting parcels across some of the world's largest delivery networks. A place to grow, with people who bring out the best in each other.

What we offer

In this challenging and responsible position, you will have the chance to make a significant contribution to industry-leading projects and be connected to our dedicated people and customers. We offer a position in an informal, international and professional working environment with a lot of scope for personal development. By joining our profitable and growing company you will be able to reach your goals and focus on your future.

This position offers a competitive salary range of € 4.936,73 to € 6.699,85 gross per month (excluding 8% holiday allowance). Through exceeding performance expectations, you even have the possibility to grow outside this scale.

On top of your fixed salary, you'll receive the following secondary benefits:

• 40 vacation days (20 statutory days and a flexible budget worth 20 days).


• Flexible working hours.


• A hybrid workplace (40% working from home and 60% in the office).


• A Health & Wellbeing budget worth €300/calendar year.


• Commuting allowance, including full reimbursement of travel by public transport.


• Working from home allowance.


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