Elevate your career and join us to lead IT Service Management excellence, driving continuous improvement and innovation in a dynamic environment. At Deloitte.

• Maintain ITSM processes based on ITIL frameworks, including Incident Management, Problem Management, Change Management, Request Management and Major Incident Management.
• Guide and coach other members within the team regarding ITSM questions.
• Ensure processes are followed consistently across the organisation and that they meet the needs of stakeholders.
• Lead and manage the Major Incident Management process, ensuring timely identification, escalation, communication and resolution of major incidents to minimise impact on the business.
• Manage capacity for and participate in the on-call rota as Major Incident Manager, ensuring adequate coverage for Major Incident Management.
• Manage/monitor the standby calendar for the NL ITS department, verifying coverage for all standby teams.
• Lead root cause analysis meetings and define preventive measures to avoid recurrence.
• Establish and maintain a quality management ISO framework for ITSM processes to ensure ongoing compliance with internal and external standards.
• Conduct regular reviews of ITSM processes to identify areas for improvement and implement corrective actions as necessary.
• Define and track key performance indicators (KPIs) for ITSM processes, ensuring alignment with business objectives.
• Prepare reports and dashboards to communicate process performance and quality metrics to stakeholders.
• Collaborate with IT teams and other business units to gather requirements and feedback, ensuring processes are designed to meet user needs.
• Create awareness and understanding of ITSM processes across the organisation.
• Lead initiatives aimed at enhancing the efficiency and effectiveness of ITSM processes, drawing on industry best practices and emerging trends.
• Foster a culture of continuous improvement within the IT team, encouraging innovation and proactive problem-solving.
• Identify and drive opportunities to enhance ITSM processes, for example automating repetitive tasks, improving incident resolution times, and leveraging AI for predictive analytics.
• Ensure all ITSM processes are compliant with relevant regulations, policies, and industry standards, including (ISO 27001/22301) audits.
• Act as the primary point of contact for any quality-related issues within the ITSM framework.

• A background or strong affinity within IT technology, Project and/or Process Management.
• Bachelor's/Master’s degree in level of knowledge.
• 5+ years of relevant IT experience.
• ITILv4 Foundation Certification (or Demonstrable knowledge).
• ITILv4 Specialist Create, Deliver & Support Certification (or Demonstrable knowledge).
• Agile Scrum Foundation (or Demonstrable knowledge).
• Preferred: Knowledge of ServiceNow, PowerBI & DevOps

As a Senior Process Manager focusing on ITIL-based IT Service Management (ITSM), you will act as a process owner and be responsible for the design, implementation, and continuous improvement of ITSM processes in alignment with ITIL best practices. You will be focusing on efficient and effective service delivery ensuring it meets the needs of the business and enhances the overall quality of service.