Service Desk Capability and Incident Manager

Vanderlande Industries B.V.; 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% home / 60% office

Health & Wellbeing budget €300/year

Commuting allowance

Job summary

Vanderlande is seeking a Service Desk Capability and Incident Manager to drive capability development, process improvements, and tool enhancements within the Global Support Center for Airports operations. You will coordinate cross-functional teams and act as Major Incident Manager for critical incidents, ensuring timely restoration and stakeholder communication.

Joining Vanderlande means contributing to continuous improvement in a global, 24/7 support environment.

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 governance.
• Drive capability maturity improvements through development programs.
• Develop standards, best practices, and operational frameworks for support teams.
• Lead Continual Service Improvement initiatives across global support services.
• Analyse operational performance, incident trends, and customer feedback to identify improvements.
• Facilitate improvement workshops and drive implementation of actions.
• Own and drive the enhancement roadmap for support tools and platforms.

Skills

IT Operations

Service Management

Major incidents

ITIL

Stakeholder management

Analytical thinking

International collaboration

Airport operations

Job description

Job Title Service Desk Capability and Incident Manager Job Description 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.
• Collective pension scheme and discount on additional health insurance.
• On-site company health centres with a gym, physiotherapists and occupational therapists.
• Vanderlande Academy and training facilities to boost your skills.
• A variety in Vanderlande Network communities and initiatives.
• And a great company restaurant and coffee bar with barista.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Background screening

For this position it is possible that a background screening will be conducted. This screening can include checks such as verification of identity, qualifications or other relevant records, which may include criminal background or sanctions list checks, in accordance with our internal policies and applicable laws. Any job offer may be extended under the condition that the screening does not give reason to reconsider the hiring decision. Candidates will always be informed about the process and their rights before any screening is initiated.

Every day, millions of people rely on Vanderlande without even knowing it. From baggage checked in at the airport to parcels on their way to someone's doorstep, our automation solutions help keep the world moving. Vanderlande designs, delivers, and supports automation technology, operational software, and lifecycle services for leading airports and parcel operations worldwide. Across more than 100 countries, our customers rely on us to keep their operations moving reliably, efficiently, and sustainably. Behind every solution are the people who make it happen. At Vanderlande, how we work matters just as much as what we deliver. Our values, Every Day Better, We Care, and Team Play, guide how we collaborate, support each other, and create value for our customers. Here, you can work with colleagues across disciplines and cultures, contribute to work that makes a difference, and build your future in an organisation that invites you to grow. Explore what is possible at Vanderlande and discover how you can make an impact. Aspire. Grow. Achieve. Together.