Service Manager Public Consulting

As an IV Service Manager for a government client, you will be central to ensuring internal organizational satisfaction with the service delivery of one or more external ICT services. This involves overseeing the development, delivery, and continuous improvement of services to meet client and user needs. You will align IV and ICT services with the needs, challenges, and objectives of the government organization, monitor performance, quality, and budget, and act as the point of contact for escalations. You will also manage communication with stakeholders and participate in operational and tactical meetings with suppliers.

Must Have

• Plan and coordinate service delivery
• Manage communication with clients and users
• Oversee and report on operational processes (incident, problem, change management)
• Monitor quality and continuity of ICT services
• Ensure continuous service improvement
• Lead teams involved in service delivery and support
• Prepare and manage service descriptions, SLAs, OLAs, and reports
• At least 5 years of experience as a Service Manager in government
• Knowledge and experience with ITIL, Agile, SAFE, DevOps, SIAM, and BIO
• Be a true connector and decisive
• Experience with risk management
• Demonstrable experience with ServiceNow, Topdesk, or similar tools
• Experience in large, complex government organizations
• Completed HBO or WO education
• Excellent Dutch language skills (oral and written)

Good to Have

• Experience gained at multiple government organizations
• Certifications in ITIL, Agile, SAFE, DevOps, SIAM, BIO

Perks & Benefits

• Excellent primary and secondary employment conditions
• Hybrid work week of 36 hours
• Extensive development opportunities
• Clear career perspective with focus on individual development
• Lease car arrangement or generous mobility allowance
• Bonus system
• Knowledge sharing within Devoteam Public Consulting 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 with more than 11,000 employees in over 25 countries.

Within Devoteam Netherlands, more than 450 employees work in various sectors from 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, you are the linchpin at one of our government clients in satisfying their internal organization regarding the service provision of one or more external ICT services. This includes overseeing the development, delivery, and continuous improvement of the services to ensure that they meet the needs of customers and users. Among other things, you align the IV and ICT service provision with the needs, challenges, and objectives of the relevant government organization.

In addition to managing the service provision, you supervise performance, quality, and budget. You act as the point of contact for escalations and handle communication with stakeholders. Furthermore, you are involved in discussions with suppliers and stakeholders at an operational and tactical level.

Responsibilities:

• Planning and coordinating the delivery of the service(s).
• Managing communication with customers and users.
• Monitoring and reporting on operational processes, such as incident management, problem management, and change management.
• Monitoring the quality and continuity of ICT services at our clients.
• Ensuring the continuous improvement of the service(s).
• Directing teams involved in the delivery and support of the service(s).
• Drawing up and managing 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 partnerships.
• Minimum of a completed HBO or WO education.
• Excellent knowledge of the Dutch language, both oral and written.

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.
• Much knowledge sharing because similar expertise within Devoteam Public Consulting is bundled in expertise groups that meet regularly.
• Fixed internet allowance.
• Pension scheme.
• We look forward to welcoming you to our open and accessible culture.

Click on apply and get in touch with the Public Consulting team of Devoteam.

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

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