Service Manager Public Consulting

As an IV service manager for one of our government clients, you are central to satisfying their internal organization regarding the service provision of one or more ICT services from external parties. This includes supervising the development, delivery, and continuous improvement of services to ensure they meet the needs of customers and users. You align IV and ICT services with the needs, challenges, and objectives of the relevant government organization. In addition to managing service delivery, you oversee performance, quality, and budget. You act as the point of contact for escalations and handle communication with stakeholders. Furthermore, you are involved in consultations with suppliers and stakeholders at operational and tactical levels.

Must Have

• Plan and coordinate service delivery.
• Manage communication with clients and users.
• Monitor and report on operational processes (incident, problem, change management).
• Ensure quality and continuity of ICT services.
• Ensure continuous service improvement.
• Lead teams involved in service delivery and support.
• Draft and manage service descriptions, SLAs, OLAs, and reports.
• Minimum 5 years experience as Service Manager in government.
• Knowledge of ITIL, Agile, SAFE, DevOps, SIAM, BIO.
• Experience with risk management.
• Proven experience with ServiceNow, Topdesk.
• Completed HBO or WO education.
• Excellent command of Dutch (spoken and written).

Perks & Benefits

• Excellent primary and secondary employment conditions.
• Hybrid 36-hour work week.
• Extensive development opportunities.
• Clear career perspective focused on individual development.
• Lease car scheme or generous mobility allowance.
• Bonus system.
• Extensive knowledge sharing through expertise groups.
• Fixed internet allowance.
• Pension scheme.
• Open and accessible culture.

Company Description

Devoteam is a leading international consultancy firm specializing in digital IT and AI transformations. We have been in existence for 25 years and are active in over 25 countries with more than 11,000 employees.

Within Devoteam Netherlands, over 450 employees work in various sectors across five expertise pillars.

Within the Public Consulting pillar, we carry out numerous consultancy assignments in the field of change management, interim management, project management, IT Business consultancy, Agile information management, and service management. Our more than 60 experienced public consultants operate in the areas of organizational change, information provision, process optimization, and efficiency in business operations. We carry out these assignments within the entire public sector and have a special focus on the chains of the social domain (WMO, Youth Care, and Participation).

Job Description

As an IV service manager for one of our government clients, you are central to satisfying their internal organization regarding the service provision of one or more ICT services from external parties. This includes supervising the development, delivery, and continuous improvement of services to ensure they meet the needs of customers and users. You align IV and ICT services with the needs, challenges, and objectives of the relevant government organization.

In addition to managing service delivery, you oversee performance, quality, and budget. You act as the point of contact for escalations and handle communication with stakeholders. Furthermore, you are involved in consultations with suppliers and stakeholders at operational and tactical levels.

Responsibilities:

• Plan and coordinate the delivery of the service(s).
• Manage communication with clients and users.
• Monitor and report on operational processes, such as incident management, problem management, and change management.
• Ensure the quality and continuity of ICT services for our clients.
• Ensure the continuous improvement of the service(s).
• Lead teams involved in the delivery and support of the service(s).
• Draft and manage service descriptions, SLAs, OLAs, and reports.

Job Requirements

• At least 5 years of experience within the government in the role of Service Manager. Preferably, you have gained this experience at multiple government organizations.
• You have knowledge and experience with ITIL, Agile, SAFE, DevOps, SIAM, and BIO, and preferably completed with certifications.
• You are a true connector, decisive, and able to advise the client on ICT services and cost analyses.
• Experience with risk management.
• Demonstrable experience with common service management tools such as ServiceNow, Topdesk, etc.
• Experience working in large, complex government organizations or collaborations.
• At least a completed HBO or WO education.
• Excellent knowledge of the Dutch language, both orally and in writing.

Additional Information

We want to make you a good offer that matches the expertise and experience you bring. Our employment conditions package includes, among other things:

• Excellent primary and secondary employment conditions.
• Hybrid work week of 36 hours.
• Very many development opportunities.
• A clear career perspective in which individual development is central.
• A lease car arrangement or a generous mobility allowance.
• Bonus system.
• Extensive knowledge sharing because similar expertise within Devoteam Public Consulting is bundled into expertise groups that meet regularly.
• Fixed internet allowance.
• Pension scheme.
• We look forward to welcoming you to our open and accessible culture.

Click apply and get in touch with Devoteam's Public Consulting team.

Questions about the vacancy? Please contact Masoud Djonbesh via nl.recruitment@devoteam.com or call 06-34698419.

A background check using publicly accessible information and business social media, can be part of the hiring process.

Job Location

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